Service Level Management in NetSupport ServiceDesk 

Service Level Management (SLM) is one of the core (and probably most important) components of the ITIL Service Delivery framework. If a healthy relationship between the customer and IT team is to be maintained, it very much relies on the ability of the ServiceDesk to deliver efficient and cost-effective services within agreed timescales.

SLM formalises the approach by which services are defined and Service Level Agreements (SLAs) developed between customer and vendor.

Executing Service Level Management enables IT staff to more accurately and cost-effectively provision identified levels of service to the business, ensuring business units and IT teams understand their roles and responsibilities.

How NetSupport ServiceDesk supports Service Level Management:

NetSupport ServiceDesk’s in-built automated workflow processes are at the core of the product’s ability to help IT teams manage support desk efficiency. These processes also come to the fore when tracking performance against formal SLAs that have been agreed between the customer and service provider.

NetSupport ServiceDesk’s SLA option gives you the ability to:

  • Establish condition-based workflow rules for incidents, problems and change requests that are continually checked against stored SLAs.
  • Give instant visibility to imminent service bottlenecks to ensure relevant items can be actioned before impacting on service performance.
  • Gather historical and real-time data on service performance.
  • Tracking and reporting service performance against SLAs on an ongoing basis.

View previous Feature Focuses

NetSupport ServiceDesk supports the incident management process.

NetSupport ServiceDesk supports the incident management process.

Although Incident Management by definition is a reactive task, the inbuilt workflow processes within NetSupport ServiceDesk make it a very proactive tool, making it easy for your customers and service desk operators to log, track and manage incidents in such a way that resolution times are kept to a minimum resulting in less downtime of critical systems.
The added advantage of NetSupport ServiceDesk is that it helps you quickly identify recurring issues or trends in the type of incident being logged. Multiple incidents can be linked and, if needed, assigned to one of the other ITIL processes such as Problem or Change Management, ensuring your first-line operators aren’t duplicating their efforts, as well as enabling investigation of the underlying problem to be left to the appropriate specialist.


NetSupport ServiceDesk helps the Incident Management process by providing:

  • Customer logging of incidents online and the ability to review current status in real time.
  • Automated Incoming/Outgoing email processing.
  • Automatic assignment of incidents to operators based on pre-defined customer rules for either Problem Type or User Type.
  • Automatic escalation of incidents based on customer-specific rules.
  • Plus much more.
The benefits of flexible reporting

The benefits of flexible reporting

Information is key to gauge the effectiveness of how support requests are being managed and maintained. NetSupport ServiceDesk offers the means to capture comprehensive statistics and create a wealth of real-time status reports – as well as a custom report designer, ensuring you are fully informed in order to make effective decisions.

The reports dashboard enables you to manipulate data to suit your specific needs. On-screen results are provided in a tabular and/or bar and pie chart format. Multiple reports can be presented side-by-side for easy comparison. This option is backed by a set of common status reports, provided as standard with the product. You can even create your own reports (containing HTML, text and supporting graphs) using the intuitive “drag and drop” custom report designer.