Service Level Management is one of the steps within the ITIL service design phase and focuses on ensuring that agreed upon levels of service are achieved by monitoring reporting, identifying, and addressing areas for improvement. It also helps ensure that services are scalable and that any changes to infrastructure are made in accordance with requirements. This eliminates any potential issues that may arise from a rapid expansion of capacity or performance.

To achieve this you need to have a solid process which sets realistic targets and ensures they are continually reviewed for their effectiveness. Teams must collaborate to ensure that SLAs have the flexibility to allow for changes while still fulfilling the promises made to customers.

Be aware that customers may not notice a change until it is greater than what they expected. For instance, if you say to users that your site will load in 0.1 milliseconds, and they don’t notice the difference http://www.slm-info.org/2021/07/08/generated-post until they return then you’ve wasted your time and effort.

SLM is a very complex discipline that requires teams to work in tandem. OTRS offers the infrastructure tools, configuration, and options that are required to support your service level management processes. Contact us to find out how our software can assist you to improve your ITIL process.