ITIL ® Service Level Management

< Back

The primary aim of the Service Level Management process is to ensure that the quality and level of service delivered to customers is maintained. This level of service is also the subject of constant improvements by frequently reviewing, agreeing and reporting on the service level performance achieved by the service desk.

Click to enlarge

Service Level Management is a core component of the service delivery process and it is provided with information from other ITIL ® processes such as Incident and Problem Management.

SupportDesk service desk software provides multiple configurable Service Level Agreements (SLA's) consisting of pre-defined target response and resolution times. Comprehensive notifications and visible performance indicators help service desk staff to meet the service level expectations of the business.

Click to enlarge

The status of support requests against SLA's can be viewed through the main SupportDesk interface and the Management Console. Notifications linked to SLA's ensure that Support Technicians and Managers are informed about SLA breaches and imminent breaches.

Multiple Service Hours can be configured, with individualised service hours for each SLA. Escalation options are fully configurable with notifications sent via email, text message or SupportDesk Alarms service to help avoid SLA breaches.

Small / Medium Enterprises >>>