SLM benefits for facilities management
Service Level Management is a process in the ITIL design phase. It is focused on ensuring that agreed service levels are met through monitoring and reporting, as well as finding areas to improve. It also helps to ensure that the services can be scaled and that any infrastructure changes are in line to the requirements, thus reducing risks associated with a rapid growth in capacity or performance.
To accomplish this, you require a rock-solid process that sets realistic goals and ensures that they are regularly reviewed to evaluate their effectiveness. Teams must collaborate to ensure that SLAs have the flexibility to be able to adapt while still keeping the promises made to customers.
When setting your SLAs be aware that users may not necessarily notice an improvement unless it is far beyond their expectations. If you say that your website will load in 0.1 milliseconds, but users don’t notice a change when they return, you’ve wasted their time and effort.
SLM is a specialized field that requires teams to work together. OTRS offers the infrastructure, tools, and configuration options that are required to support your processes for managing service levels. It’s easy to get started – simply get in touch to learn more about what our software can do for your needs, and then begin improving your ITIL process.
