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Service Level Management is a process within the ITIL design phase. It focuses on ensuring the agreed-upon service levels are met through monitoring reports and the identification of areas for improvement. It also assists in ensuring that the services are scalable, and that any changes to infrastructure are made in line with the needs, reducing potential issues with a rapid increase in capacity or performance.

To achieve this, you need an effective process that is solid and sets achievable goals and ensures they are continuously evaluated to determine their effectiveness. Teams must work together to ensure that SLAs have the flexibility to be able to adapt and still fulfill the promises made to customers.

When you http://www.slm-info.org/2021/07/12/generated-post-2 set your SLAs, be aware that users may not necessarily notice a difference in the event that it exceeds their expectations. For instance, if say to users that your site will load in 0.1 milliseconds, and they do not notice the difference when they visit again and again, you’ve wasted your time and effort.

SLM is a field that requires close collaboration between teams. OTRS offers the infrastructure tools, configuration, and options that are required to support your service level management processes. Contact us for more information on how our software can help you improve your ITIL process.