iET® ITSM

Service Level Management

Keep Track of Service Offerings and Service Level Agreements with Effective IT Service Level Management

  • FEATURES
    FEATURES
    FEATURES
    FEATURES
    FEATURES
    FEATURES
  • BENEFITS
    BENEFITS
    BENEFITS
    BENEFITS
    BENEFITS
    BENEFITS
  • IMAGES
    IMAGES
    IMAGES
    IMAGES
    IMAGES
    IMAGES

FEATURES

  • 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.

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.

IMAGES

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This EMA impact brief takes a closer look at the CMDB/CMS solution offering of iET Solutions. “iET Solutions stands out as being compelling for a true CMDB solution from cost, administrative, and functionality perspectives, especially when integration into other product environments is key… iET Solutions’ strengths in asset management through its own portfolio and third-party integrations are outstanding.“. See full details by downloading the vendor report.