Service Level Management

Service Level Management is a process responsible for maintaining, improving and delivering the quality expected by the business, through agreements, contracts, measuring the performance, justifying the costs related to the business.

The process also assures that the current and planned IT services will be delivered with tangible results.

This can be done through a constant cycle of negotiation, as well as agreement, monitoring, reporting, and revision of goals and results by means of action to correct and improve the service level delivered.

Customer requirements for service levels for new services, changes, or updates to existing services, and changing business needs can be documented. On SLM process customer can define each service level for each process and create pre-defined templates and keep all tack history.

History

Templates for service agreements and internal support agreements can be defined, including pre-defined models, customer can create new SLM applying for all process or just set-up for each process individually.

Multiple levels of agreements can be supported, such as customer/business service agreements, and internal support agreements. Can be define all on single screen (SLM), or by contract, or by Service/Process

By SLM template x process

There the customer can define each Service Level for each process and contract

By Contract

By Process

Each agreement can have one service provider (IT) owner identified, and multiple owners can be identified where needed. They can be informed on Service Level configuration screen, Contacts field or when used as template, a specific responsible/owner can be defined.

Individual customer or business ownership for service and business facing agreements, as well as individual customer/business approvers for the agreements can be identified. Each specific SLM can be approved using the Request process.

Service and internal support agreements (records) can be linked to service and components records in the service component repository using Service Repository and Contract Management.

Via contract management, service agreements and internal support agreements can be linked with a vendor and a specific contract that underpins or supports the agreements. Based on this relationship, stakeholders can be notified when an agreement or a contract record is up for review/renewal to trigger a corresponding review to maintain alignment.

Customer or business-facing service agreements can be categorized. Using SLM functionality. When customer create a new SLM or edit an existent all categories, status and owners will be available for configuration.

Workflow management capability can be utilized to manage the development, review, and authorization of new agreements and the review, updating, authorization, and retirement of existing agreements using workflow management and SLM dates fields.

Expiration, review, and renewal dates for all agreement types can be established, and pre-defined predefined workflows and notifications for action can be launched based on these dates using workflow management and SLM dates fields.

A change record can be launched from an agreement review workflow in order to authorize, manage and control resulting changes to the agreements. A SLM can trigger a change and vice versa. All SLM informations will be available on change process screen

Agreements can be linked to or related to a release record to support the development, deployment, and release of new agreements and updates, as well as the retirement of existing agreements as part of a release plan. A SLM can trigger a release and vice versa. All SLM informations will be available on release process screen.

Multiple versions of the same agreement can be maintained and managed. On SLM screen, SLM can be versioned and configured based on customer needs and status.

Multiple service targets can be established and maintained within a single agreement. Via SLM single record or it´s possible set up on each process same agreement.

Customer and user experience targets for each service should be able to be identified and documented if desired by the client.

These can either be included as experience targets (XLTs) in service agreements or can be a specific type of agreement (XLAs). These agreements and targets quantify outcomes and impact via SLM/Detail, Customer Experience Report.

Critical, nonperformance requirements, can be identified and documented via SLM/Detail, Customer Experience Report, Support Responsibilities and Provider Responsibilities

Conditional and performance exceptions can be identified and documented via SLM/Detail, Customer Experience Report, Support Responsibilities, Provider Responsibilities and Conditional and performance exceptions.

Thresholds can be established for all service targets, performance can be monitored against the thresholds through proper integrations and links, and notifications to stakeholders can be triggered based on breaches or impending breaches of the thresholds. All process can be monitored via workflow integration and trigger notifications based on thresholds. Including the SLM escalation process.

Presents current performance health of service targets, through dashboards that are updated in real-time, allowing stakeholders to customize and filter their views, and supports the ability to drill into and view in more detail any service target element presented on the dashboard using Dashboards by SML and process.

Service Health

Historical service and support performance can be aggregated and reported for all service targets on defined reporting cycles and the ability to report performance by individual agreements and aggregated by the categorization of agreements using SLM Dashboards and Service Health.

Customer survey information can be collected, aggregate, and reported, based on survey responses stemming from any record type; for example, incidents, requests, problems, changes, etc. on defined reporting cycles and to report the results by individual agreements, aggregated by the categorization of agreements and record type. customized surveys can be created for gather information from specific process. The customer just need to create surveys in platform and link with specific service for send to end-user;

Costs associated with service performance can be captured and calculated through standard integration with external financial systems using API and Workflow integrations.

Scheduled and ad hoc service review sessions for individual agreements or for all agreements can be planned, scheduled, and managed, including notifications, and documentation of review agendas and action items, which can then be linked to or associated with improvement initiatives using improve initiatives service linked with specific SLM triggered by request.