Service Level Management is one of the processes within the ITIL stage of service design and is focused on ensuring that agreed upon levels of service are being met by monitoring, reporting, and identifying any areas of improvement. It also helps to ensure that the services can be scaled and that any infrastructure changes are done in accordance to the requirements, thus reducing potential issues with a rapid increase in capacity or performance.

In order to achieve this, you’ll need to implement a well-established process that sets realistic goals and ensures that they are continuously examined for their effectiveness. Teams must collaborate to ensure that SLAs http://www.slm-info.org/2020/04/17/service-level-management-slm-benefits have the flexibility necessary to allow for change while still delivering the promises made to customers.

Be aware that users may not be aware of a change until it is more than their expectations. If you promise that your pages will load in 0.1 milliseconds but users don’t notice any difference when they return, you’ve wasted their time and energy.

SLM is a discipline that requires close collaboration between teams. OTRS offers the infrastructure tools, tools, and configuration options that are required to support your service level management processes. Contact us for more information on how our software can help you improve your ITIL process.