Service Level Management Application

The impetus for a robust Service Level Management system is delivering value to the business by improving the quality of service , reduced number of incidents, and increased customer satisfaction. Over time, you can quantify the financial benefits in reduced incidents, outages, and time invested in system failures and downtime. The time and money recovered can be invested in improved customer relationships, more sophisticated monitoring, better training, and improved business efficiency.

Service management best practices describe the goals for Service Level Management (SLM) as follows:

The goal for SLM is to maintain and improve IT Service quality, through a constant cycle of agreeing, monitoring and reporting upon IT Service achievements and instigation of actions to eradicate poor service–in line with business or cost justification. Through these methods, a better relationship between IT and its customers can be developed.

Service Manager supports these goals by providing a service management best practices compliant application framework with a built-in workflow. The primary Service Level Management goals are the following:

• Tracking of Service Targets for Service and CIs, which includes planned and unplanned outages
• Proactive tracking of Process Targets, which tracks the amount of time it takes for the incident, service desk interaction, or change request to advance to the next state (For example, the amount of time required for an incident record status to change from Open to Work in Progress.)

Configuring Service Level Targets within SLA, OLAs or UCs, are the supporting elements which help Service Level Management to accomplish these goals.