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Service Level Management
SLAM | Service Management | Data Intelligence| End User Computing |EATS
Keep track of service offerings and service level agreements with ITSM Service Level Management.
The Benefits with ITSM Service Level Management includes:
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Ensure your IT service portfolios fit your customers' requirements.
- Make any Service Level Agreement visible to the enterprise.
- Guarantee service quality and reporting at any time, and be in control of your service agreements.
ITSM Service Level Management Features and Functionality includes:
- Administration and control of Service Level Agreements
Defining individual milestones; system initiates notification and escalation if agreed values are exceeded
- Management of exceptions
Records special arrangements as part of Service Level Agreements, such as special response times for individual servers
- Monitoring of OLAs and UCs
Maintenance of any number of Operational Level Agreements (OLA = internal service agreements between IT and departments) and underpinning Contracts (UC = Agreements with external suppliers)
- Administration of financial agreements
Records customer specific pricing arrangements for performance-based billing of Service Level Agreements; penalty management
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