Service Level Management is a process in the ITIL design phase. It focuses on ensuring agreed service levels are met by monitoring reports and the identification of areas for improvement. It also helps ensure that the services can be scaled and that any changes to infrastructure are made in line with the requirements, minimizing any risks associated with a rapid growth in capacity or performance.

To accomplish this, you need a rock-solid process that sets achievable targets and ensures that they are regularly evaluated to determine their effectiveness. Teams need to work together and collaborate to ensure that SLAs are created with the appropriate flexibility to allow for changes and still meet the promises made to customers.

Be aware that customers may not be aware of a change until it is greater than what they expected. For instance, if you promise users that their pages will load in 0.1 milliseconds, but they do not notice the difference when they revisit the site, you have wasted their time and your effort.

SLM is a complicated discipline that requires teams to work in tandem. OTRS offers the infrastructure tools, tools, as well as configuration options required to support your service level management processes. It’s easy to get started – contact us to learn more about the way our software can meet your particular requirements and begin improving your ITIL process.

http://www.slm-info.org/2022/04/29/data-room-software-play-more-important-role-for-headquarters/