Service Level Agreements (SLA)
The goal of Service Level Management is to improve business aligned IT service quality, through a constant cycle of agreeing, monitoring, reporting and reviewing IT service achievements and through instigating actions to eradicate unacceptable levels of service.
Service Level Management qualifies and quantifies customer expectations and the ability and preparedness of IT to deliver on those expectations. The result of negotiations is a Service Level Agreement (SLA), the performance of which can then be tracked and reviewed.
Service Level Management is the ultimate determiner of customer satisfaction
HelpMaster uses intelligent business rules to apply the commitments of SLAs to Job activity. Job resolutions time frames as well as customer notifications and call backs are all managed within HelpMaster. Jobs threatening to breach SLA generate warning notifications to officers and key stakeholders allowing them time to reallocate resources and increase priorities, ensuring the minimisation of such events.
Pre-breach warnings to relevant parties maximises SLA success
Flexible rule design allows SLAs to be configured for a range of requirements, whether the agreement is by priority, customer, organisation, location, asset of any combination of these, HelpMaster can accommodate it.
Complex agreement requirements need a flexible business rule builder
Performance reporting on SLAs provides demonstrable metrics to customers on the capabilities and successes of IT. The HelpMaster reporting suite can deliver SLA reports to customers without requiring additional licensing and in formats accessible to the user.