Improve Your Service Level Management Process With OTRS

Service Level Management is a process within the ITIL design stage. It focuses on ensuring the agreed upon service levels are met by monitoring and reporting, as well as identifying areas of improvement. It also helps ensure that the services can be scaled and that any changes to infrastructure are in line with requirements, reducing any risks associated with a rapid growth in capacity or performance.

To achieve this you need to establish a process that sets realistic goals and ensures that they are regularly assessed for their efficacy. Teams must collaborate to ensure that SLAs have the flexibility necessary to be able to adapt while still delivering the promises made to customers.

When setting your SLAs, be aware that users may not necessarily notice an improvement when it’s far beyond their expectations. If you state that your website will load within 0.1 milliseconds but they don’t see a difference when they return, you’ve wasted both their time and energy.

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

http://www.slm-info.org/2020/05/07/what-is-slm