Service Level Management

The goal of  Service Level Management is to gradually improve business aligned IT service quality, through a constant cycle of agreeing, monitoring, reporting and reviewing IT service achievements and through instigating actions to eradicate unacceptable levels of service.

Service Level Management qualifies and quantifies customer expectations and the ability and preparedness of IT to deliver on those expectations. The result of negotiations is a Service Level Agreement (SLA), the performance of which can then be tracked and reviewed.

Service Level Management is the ultimate determiner of customer satisfaction

HelpMaster uses intelligent business rules to apply the commitments of SLAs to Job activity.  Job resolutions time frames as well as customer notifications and call backs are all managed within HelpMaster. Jobs threatening to breach SLA generate warning notifications to officers and key stakeholders allowing them time to reallocate resources and increase priorities; ensuring the minimization of such events.

Pre-breach warnings to relevant parties maximizes SLA success

Flexible rule design allows SLAs to be configured for a range of requirements, whether the agreement is by priority, customer, organization, location, asset of any combination of these, HelpMaster can accommodate it.

Complex agreement requirements need a flexible business rule builder

Performance reporting on SLAs provides demonstrable metrics to customers on the capabilities and successes of IT. The HelpMaster reporting suite can deliver SLA reports to customers without requiring additional licensing and in formats accessible to the user.

Promote successes to promote the Service Desk
 

ITIL® - "ITIL® is a Registered Trade Mark of AXELOS Limited."

Learn about ITIL