Improve Your Service Level Management Process With OTRS

Service Level Management is one of the processes within the ITIL stage of service design and is focused on ensuring that the agreed upon levels of service are met through monitoring reports, and identifying areas for improvement. It also assists in ensuring that services are scalable and that any changes to infrastructure are implemented in line with the specifications. This eliminates the possibility of issues that could arise from a rapid expansion of capacity or performance.

To achieve this, you need an effective process that is solid and sets reasonable goals and ensures they are regularly examined to assess their effectiveness. Teams must work together http://www.slm-info.org/2021/07/12/generated-post-2 and collaborate to make sure that SLAs are designed with enough flexibility to allow for change while still meeting the promises that have been made to customers.

When you set your SLAs be aware that users won’t necessarily notice a difference unless it is far beyond their expectations. For instance, if you say to users that your site will load in 0.1 milliseconds, but they don’t notice the difference when they return and again, you’ve wasted their time and your effort.

SLM is a complicated discipline that requires teams to work closely together. OTRS can aid in this by providing infrastructure as well as tools and configuration options to support the needs of your service level management process. Contact us today to learn more about how our software can assist you improve your ITIL process.