07 Ago Improve Your Service Level Management Process With OTRS
Service Level Management is one of the processes within the ITIL service design phase and focuses on ensuring that agreed upon levels of service are met through monitoring reports, and identifying any areas of improvement. It also assists in ensuring that services can be scaled, and that any changes to infrastructure are made in accordance with requirements. This reduces any potential issues that may arise with a rapid increase of capacity or performance.
To achieve this, you need an effective process that is solid and sets achievable goals and ensures they are continuously examined to assess their effectiveness. Teams must work together to ensure that SLAs have the flexibility to be able to adapt while still fulfilling the promises made to customers.
Be aware that users may not notice a change until it is greater than what they expected. If you promise that your pages will load within 0.1 milliseconds and users don’t notice any difference when they return, you’ve wasted both their time and effort.
SLM is a complex discipline that requires teams to work in tandem. OTRS offers the infrastructure, tools, and configuration options required to support your processes for managing service levels. Starting is easy – simply get in touch to find out how our software will fit your particular requirements and begin improving your ITIL process.
http://www.slm-info.org/2021/03/01/cybersecurity-2021-whats-new
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