Service Level Management is one of the steps within the ITIL service design stage and is focused on ensuring that the agreed upon levels of service are achieved by monitoring reports, and identifying any areas of improvement. It also helps ensure that services are scalable and that any modifications to infrastructure are made in line with the requirements. This eliminates any issues that might arise due to a rapid increase of capacity or performance.

To achieve this, you require a solid process that sets reasonable goals and ensures they are continuously evaluated to determine their effectiveness. Teams must collaborate and work together to make sure that SLAs are designed with enough flexibility to accommodate changes and still meet the promises that have been made to customers.

Be aware that users might not notice an improvement until it is greater than what they expected. If you state that your pages will load in 0.1 milliseconds but they don’t notice a difference when they return, you’ve wasted both their time and effort.

SLM is a specialized field that requires teams to work closely together. OTRS SLM benefits for facilities management provides the infrastructure, tools, and configuration options to help you with your service level management processes. It’s easy to get started – simply contact us to find out how our software will fit your unique needs and start improving your ITIL process.