Features – Service Level Management

Service Level: a point of reference by which the success (or otherwise) of delivered services is measured in accordance with agreed customer and vendor guidelines.

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) are 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.