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Autres
http://www.slm-info.org/2020/05/07/what-is-slm/
Service Level Management is a process within the ITIL design stage. It is focused on ensuring that agreed standards are met through monitoring reports and the identification of areas for improvement. It also helps to ensure that the services are scalable and any changes to infrastructure are implemented in line to the requirements, thus reducing risks associated with a rapid increase in capacity or performance.
To accomplish this, you require an effective process that is solid and sets reasonable goals and ensures they are constantly examined to assess their effectiveness. Teams need to work together and cooperate to ensure that SLAs are set with the right flexibility to accommodate changes and still meet the promises that have been made to customers.
When you set your SLAs be aware that users may not necessarily notice an improvement unless it goes well beyond their expectations. If you say that your website will load in 0.1 milliseconds, and users don’t notice any difference when they return, you’ve wasted both their time and energy.
SLM is a discipline that requires close collaboration between teams. OTRS offers the infrastructure tools, tools, and configuration options to help you with your processes for managing service levels. It’s easy to get started – simply contact us to learn more about how our software will fit your unique needs and start improving your ITIL process.