Improve Your Service Level Management Process With OTRS

Service Level Management is a process within the ITIL design phase. It is focused on ensuring that the agreed upon service levels are met through monitoring and reporting, as well as the identification of areas for improvement. It also helps to ensure that the services can be scaled informative post and that any infrastructure changes are implemented in line to the requirements, thus reducing possible issues that arise from a rapid growth in capacity or performance.

To achieve this you need to establish a process that sets realistic targets and ensures that they are continuously reviewed for their effectiveness. Teams must work together to ensure that SLAs are flexible enough to be able to adapt while still fulfilling the promises made to customers.

When you set your SLAs be aware that users may not necessarily notice a difference in the event that it exceeds their expectations. For instance, if for example, you claim that your pages will load in 0.1 milliseconds, but they don’t notice the difference until they revisit and again, you’ve wasted your time and effort.

SLM is a field that requires close collaboration between teams. OTRS can help you with this by providing the required infrastructure as well as tools and configuration options to support the needs of your service level management process. Contact us to find out how our software can help you improve your ITIL process.

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