http://www.slm-info.org/

Service Level Management is one of the procedures within the ITIL service design stage. It focuses on ensuring that agreed upon levels of service are met by monitoring reports, and identifying any areas of improvement. It also assists in ensuring that the services are scalable and that any infrastructure changes are made in line to the requirements, thus reducing potential issues with a rapid growth in capacity or performance.

To accomplish this, you have to have a solid process that sets realistic goals and ensures they are constantly examined for their effectiveness. Teams need to work together and collaborate to make sure that SLAs are set with the right flexibility to accommodate changes while still delivering on the promises that have been made to customers.

Be aware that visitors may not notice a change until it is greater than what they expected. For example, if you promise users that their pages will load in 0.1 milliseconds but they don’t notice a difference when they revisit, you have wasted their time and your effort.

SLM is a complicated discipline that requires teams to work together. OTRS can assist with this by providing the infrastructure, tools and configuration options to support the needs of your service level management process. Contact us today to learn more about how our software can help improve your ITIL process.