Improve Your Service Level Management Process With OTRS
Service Level Management is a process within the ITIL design phase. It is focused on ensuring that agreed service levels are met via monitoring, reporting and identifying areas of improvement. It also ensures that services can be scaled, and that any changes to infrastructure are done in accordance with requirements. This reduces any issues that might arise with a rapid increase of capacity or performance.
To achieve this, you require a rock-solid process that sets achievable goals and ensures they are continually assessed to determine their efficiency. Teams need to collaborate and work together to make sure that SLAs are established with the right flexibility to allow for change while still keeping the promises that have been made to customers.
Be aware that customers may not notice a change until it exceeds their expectations. If you state that your website will load within 0.1 milliseconds, and users don’t notice a change when they return, you’ve wasted both their time and effort.
SLM is a complex discipline that requires teams to work together. OTRS provides the infrastructure tools, configuration, and options to help you with your service level management processes. Contact us to find out how our software can help you improve your ITIL process.
