Service Level Management
Aligning IT resources with customer needs
Service level agreements (SLAs) help the IT organization align its resources with the needs and expectations of business unit customers. In essence, SLAs help ensure that IT is providing the right services at the right level to the right people at the right costs.
SPECTRA Service Level Management makes it easy to develop standardized service level objectives for incidents, problems, and changes, and then allows you to construct SLAs that can be applied to various CIs, people, and business services.
Once in place, these SLAs become the automated mechanism by which IT tasks are prioritized and distributed. For example, when a critical business service is disrupted, the associated SLAs will dictate how the people, processes, and tasks are prioritized relative to other tasks in the queue. Response time and availability criteria are used to determine key thresholds; managers and technicians can monitor and respond to SLA-based tasks appropriately.
Meeting service objectives with real-time SLA performance monitoring
SPECTRA Service Level Management helps you meet service objectives by focusing resources where they’re needed most. SLAs can be assigned to associated configuration items in the CMDB, creating a direct link between service objectives and the underlying resources. Likewise, incidents can be prioritized based on SLAs and user entitlements to ensure an appropriate service response.
Service Level Management enforces SLAs by monitoring incidents and key performance indicators in real time, with alerts to ensure that IT resources are allocated, thresholds are not exceeded, and performance guarantees are met. It also extends SLA monitoring to third-party service providers.
Building customer satisfaction and IT value
By meeting SLA objectives, you can both improve customer satisfaction and demonstrate the value of IT to individual business units and the entire organization.
SPECTRA Service Level Management captures and reports key performance metrics relative to SLAs so you can provide staff feedback, assess financial impacts, optimize resource allocation, and develop models for future agreements.
