|
|
|
 |
Clientele ITSM Home ::
Incident Management ::
Problem Management ::
Change Management
Configuration Management ::
Service Level Management
Service Level Management
Objective:
To ensure agreement to and monitoring of an optimal level of IT service in close cooperation between provider and customer
Results:
- Customers know what kind of services are offered
- Costs for IT services is measurable
- Customer satisfaction increases through clear support agreements
- Plan due dates of activities based on agreed service level
Key Features:
- Blanket and product-specific service agreements
- Track service agreements with customers and vendors
- Define service level agreements (SLA)
- Track and measure service against SLA
The level of service provision can be measured by recording service agreements and costs in ITSM. This allows you to offer precisely the correct level of service. It's possible to record Service Level Agreements (SLA) per configuration or per contact (end user or department). When an incident or problem is accepted, the applicable SLA can be consulted. The response times included in the SLA are used to monitor the queuing and lead times for you.
|
|
| |
|
