Improve Your Service Level Management Process With OTRS

Service Level Management is one of the procedures within the ITIL service design stage. It focuses on ensuring that agreed upon levels of service are being met by monitoring and reporting on areas for improvement. It also assists in ensuring that services are scalable and that any changes to infrastructure are done in line with the specifications. This eliminates any potential issues that might arise from a rapid expansion of capacity or performance.

To accomplish this, you need an effective process that is solid and sets reasonable goals and ensures they are regularly assessed to determine their efficiency. Teams need to work together and collaborate to ensure that SLAs are designed with enough flexibility to allow for changes while still keeping the promises that have been made to customers.

When setting your SLAs, be aware that users won’t necessarily notice a difference in the event that it exceeds their expectations. For example, if you promise users that their pages will load in 0.1 milliseconds but they don’t notice a difference when they revisit, you have wasted their time and your effort.

SLM is a very complex discipline that requires teams to work closely together. OTRS offers the infrastructure, tools, and configuration options needed top article to support your processes for managing service levels. Contact us today to learn more about how our software can help improve your ITIL process.