Improve Your Service Level Management Process With OTRS

Service Level Management is one of the processes that are part of the ITIL service design phase and is focused on ensuring that the agreed upon levels of service are met through monitoring reports, and identifying areas for improvement. It also helps ensure that the services are scalable, and that any infrastructure changes are done in accordance with the needs, reducing problems that could arise from an abrupt increase in capacity or performance.

To achieve this, you need a rock-solid process that sets realistic goals and ensures that they are continuously assessed to determine their efficiency. Teams must work together and cooperate to make sure that SLAs are set with the right flexibility to accommodate changes informative post while still delivering on the promises that have been made to customers.

Be aware that visitors may not see a difference until it is greater than what they expected. If you say that your pages will load within 0.1 milliseconds, but they don’t see a difference when they return, you’ve wasted their time and energy.

SLM is a complex discipline that requires teams to work in tandem. OTRS can assist with this by providing infrastructure as well as tools and configuration options to support the requirements of your service level management process. Contact us to learn how our software can assist you to improve your ITIL process.