IT Service Level Management

IT Service Level Management

SUMMIT Service Level Management is an ITIL 2011 certified module that helps in negotiating Service Level Agreements and ensuring optimized delivery of IT services to the business. It is also responsible to ensure all the IT Service Management Processes, Operational Level Agreements, and Underpinning Contracts are as per the agreed Service Level Targets. SLM monitors and reports on Service Levels besides recording the customer review details.

IT Service Level Agreement

Key Features

  • Service reports
    • It provides extensive reporting capabilities with dashboards that help users to generate different kinds of reports.
    • It provides the capability of creating Custom Reports using the Report Builder.
  • It provides both functional and hierarchical escalations.
  • Internal, Operational SLAs, and Supplier Underpinning Contracts can be created.
  • It establishes and improves communication and service agreements with IT and business organizations.
  • It helps in planning Service Level Agreements (SLAs) where service requirements are defined with key business units.
  • It helps in planning Operational Level Agreements (OLAs) where service requirements and dependencies are defined between key IT groups.

    IT Operational Level Agreement (OLAs)

  • Service Reviews with customers, suppliers/vendors can be recorded.
  • Target and threshold definition: By defining SLAs with targets and thresholds, alerts are set whenever values are out of line, to track performance, and to meet commitments.
  • SLA monitoring chart: It generates SLM charts to monitor service achievements against SLAs.

    SLA Monitoring Chart

  • Customer satisfaction data and feedback can be recorded for the services. Similarly, it captures and logs complaints and appreciations from customers.
  • Customer-based SLAs: It shows all the services that a customer has availed.
  • Measure and report SLA on vendor incidents: Managers can gain better control over vendor SLA performance, understand the impact of incidents and resolve issues related to vendors on the QoS delivered to customers.
  • OLAs can be measured and reported for incidents: Internal Operations Level Agreements help ensure that internal IT groups are held accountable for their SLAs service level commitments and understand their impact on the QoS delivered to customers.
  • Vendor SLA management: It can monitor and track SLAs in terms of response and resolution times for vendor SLA calculation.
  • Service Quality Plan and Service Improvement Plan
    • The Service Quality Plan can be attached to the Service Level Records, which ensure that the processes involved in providing the services are controlled and their quality is measured.
    • The Service Improvement Plan can be attached to the Service Level Records, which ensures that the improvement areas are recorded and included in the plan to provide better services, ensuring continuous improvement of services

To learn more about SUMMIT Service Level Management, download our data sheet.