ITIL Service Level Management

Keep Track of Service Offerings and Service Level Agreementswith Effective IT Service Level Management

Features and Functionality:

• Highly configurable service definitions allow organizations to customize service levels for key groups and individuals.
• Monitoring of any number of Operational Level Agreements (OLAs = internal service agreements between IT and departments) and Underpinning Contracts (UCs = Agreements with external suppliers).
• Administration of financial agreements such as customer specific pricing arrangements for performance-based billing of Service Level Agreements.
• Automatic escalation and notification of urgent issues are defined by service targets and routed to the appropriate contacts, which can be alerted via email, pager, and SMS messaging.
• Graphical SLA Monitor offers visual insight into the effectiveness of operations and status of service levels.

Key Benefits:

• Provide your Service Desk a fully integrated and centralized solution that allows users to design, implement, and manage service levels, as well as perform daily support tasks, all from within one application.
• Increase service levels and customer satisfaction through real-time insight into trends and problem areas, thus providing your team the ability to minimize disruptions.
• Ensure SLA Compliance and meet business objectives through the utilization of current and historical SLA performance.