Service Level Management is one of the processes that are part of the ITIL service design phase and is focused on ensuring that agreed upon levels of service are met by monitoring reporting, identifying, and addressing any areas of improvement. It also assists in ensuring that services can be scaled, and that any changes to infrastructure are done in accordance with requirements. This reduces any potential issues that might arise from a rapid expansion of capacity or performance.
To achieve this, you need an established process that establishes achievable targets and ensures that they are continually assessed to determine their efficiency. Teams must work together to ensure that SLAs have the flexibility necessary to allow for changes while still delivering the promises made to customers.
Be aware that users may not see a difference until it is greater than what they expected. For instance, if for example, you say to users that your site will load in 0.1 milliseconds but they don’t notice a difference when they revisit the site then you’ve wasted your time and effort.
SLM is a specialized field that requires teams to work closely together. OTRS offers the infrastructure tools, tools, as well as configuration options needed to support your service level management processes. It’s easy to get started – simply get in touch to learn more about how our software will fit your particular requirements and begin improving your ITIL process.
http://www.slm-info.org/2021/03/01/cybersecurity-2021-whats-new
