Internal enterprise IT organizations or external service providers must deliver what end-users expect to improve customer satisfaction and retention, increase company profitability and revenue, and reduce the risk to business operations.
Providing the basis for managing relationships between the IT service organization and its customers, service level management deals with how user service requirements are understood and managed.
The term of service level agreement (SLA - part of the service contract where the level of service is formally defined) is used in practice to refer to the contracted delivery time or performance of the service.
After establishing service-level objectives (SLO), it is necessary to monitor and report how well IT Service Level Agreements (SLAs) are meeting those requirements.
Monitoring SLAs allows IT organizations to react when problems are threatening to impact business, and also help client business units determine whether they are getting their money’s worth from IT services.
Reporting on SLAs enables IT organizations to communicate and demonstrate how they are improving and helping the business, including justifying current and future investments.
Service level management requires a solution that enables:
- SLA calculation, monitoring and follow-up (for availability and performance)
- Adherence to service provider contracts
- Improved communications
Why should you use ServicePilot ISM for service level management?
- Easy SLA configuration and calculation
- SLA trend analysis
- Control and verification of service provider commitment fulfillment
- Powerful reporting systems (detailed and summary SLA reports)
- Improved communications
- IT investment justification
- ITIL compliance
Easy-to-define and configure SLAs
ServicePilot ISM enables operators to easily define and configure simple or complex SLAs, along with their thresholds and targets, according to different types
or classes of service. A complex SLA feature allows the definition of SLAs by site, service, technology, application, etc.
The ServicePilot ISM calendar function enables operators to specify various SLA compliances and exclude defined time periods (i.e., for scheduled maintenance). This
feature ensures that an SLA calculation takes into account specified data within pre-defined service hours.
Analysis, trends and reports
SLA compliance calculation results are immediately available for easy trend analysis and reporting.
Advanced calculation features for availability and performance configurable SLAs, and their simple display via dashboards, enable IT managers to adhere
to internal or external (operator, outsourcer, etc.) service contract compliance.
The "SLA Detail" table shows how the service problem is distributed over the time (day, month). The left square indicates availability and the right square shows the performance.
Colors change when thresholds defined by SLA are overrun.
Through summary, easy-to-read tables, accessible via ServicePilot ISM’s Web interface, IT management can quickly analyze service contract compliance for
availability and performance of applications, resources and IP backbone.
Sequential navigation shows a comparison of service quality from one period to the other (for example, from one month to next month). The trend is clearly visible via a colored arrow.
Statistics on performance and service levels, measured by ServicePilot ISM, are accessible via ServicePilot ISM’s Web portal, as well as through customizable PDF reports.
Customized PDF reports with adjustable time periods (day, week, month) are automatically generated and can be sent to a specific group of users.
The flexible configuration of these PDF reports offers a highly level of customization. SLA summary reports may be created for enterprise management to measure in-house and hosted service levels, verify contract commitment fulfillment,
and apply penalties, if any.
Reduced investment and operating costs
- Cost-effective solution
- Service level management features are fully incorporated in the ServicePilot ISM license
- No need for license add-ons, no additional license costs
- Out-of-the box value
- Fast and easy to install, deploy, configure and use
- Customer focused: fast ans efficient response time by our support team
Integration examples
OPERATOR CONTRACT
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INTERNAL CONTRACT / TELEPHONY APPLICATIONS AND SITES
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