Service Level Management is one of the processes that are part of the ITIL service design stage. It is focused on ensuring that agreed upon levels of service are achieved by monitoring, reporting, and identifying areas for improvement. It also assists in ensuring that the services are scalable and that any https://slm-info.org/2022/11/02/papermerge-dms-pros-and-cons/ infrastructure changes are in line with requirements, reducing any risks associated with a rapid growth in capacity or performance.

In order to achieve this, you’ll need to establish a process that establishes realistic goals and ensures they are constantly evaluated for their effectiveness. Teams must work together to ensure that SLAs have the flexibility to accommodate changes while still fulfilling the promises made to customers.

Be aware that users might not notice 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, and they don’t notice the difference until they revisit they will be wasting your time and effort.

SLM is a discipline that requires close collaboration between teams. OTRS provides the infrastructure tools, tools, and configuration options required to support your processes for managing service levels. To get started, contact us to find out the way our software can meet your needs, and then begin improving your ITIL process.