Improve Your Service Level Management Process With OTRS

Service Level Management is one of the procedures within the ITIL service design stage. It is focused on ensuring that agreed upon levels of service are achieved by monitoring reports, and identifying areas for improvement. It also helps ensure that services are scalable and that any changes to infrastructure are implemented according to the requirements. This can help to reduce any potential issues that may arise due to a rapid increase of capacity or performance.

To achieve this, you require a rock-solid process that sets achievable targets and ensures that they are continuously evaluated to determine their effectiveness. Teams must collaborate and work together to make sure that SLAs are established with the right flexibility to allow for change while still delivering on the promises made to customers.

When you set your SLAs, be aware that users won’t necessarily notice a difference when it’s far beyond their expectations. If you state that your pages will load within 0.1 milliseconds, but they don’t notice a difference when they return, you’ve wasted both their time and effort.

SLM is a complex discipline that requires teams to work together. OTRS offers the infrastructure, tools, and configuration options required to support your service level management processes. Contact us to find out how our software can assist you to improve your ITIL process.

http://www.slm-info.org/2021/03/01/cybersecurity-2021-whats-new/