Service Level Management and SLAs

Prioritize operations based on impact and urgency, plus agreed service level targets. Track tickets through to resolution, and get alerted when service level targets are close to breaching or have breached, ultimately helping your IT team to meet or exceed its agreed performance levels.

Define SLAs Based on Rules

Deal with issues and requests based on different resolution targets, thus different levels of urgency and attention. IT teams can define targeted time limits as broadly or as precisely as they need, with different targets for different phases of incident resolution or service request delivery.

Define SLAs Based on Rules

Keep Agents Aware Agreed Response Time

Help agents to focus their time and effort where it’s needed most by providing a visual indicator of the agreed SLA response time, ensuring the most critical issues are dealt with first while still achieving SLA targets across all issues and service requests.

Keep Agents Aware Agreed Response Time

Help IT Teams to Exceed Agreed Performance Levels

Prioritize based on impact and urgency, plus agreed service level targets, supporting your IT team in closely tracking tickets through to resolution. Different service levels can apply to both incidents and service requests, for different issue or request types, and for different locations, teams, or roles.

Help IT Teams to Exceed Agreed Performance Levels

Benefits Service Level Management and SLAs

Available as an on-premise or SaaS solution, Service Level Management and SLAs will help your company to improve its IT support, IT help desk, or IT service operations through the focusing of attention on the things that matter most (at any point in time). Thanks to workflow, automation, and alerting, your IT team will be able to improve their operations and service delivery across a number of areas:

Speed of Service Restoration or Delivery Is Based on Priority

In service management expectations flow both ways - end users or customers have expectations of the service provider and the service provider has expectations of the customer. The failure to understand and meet these expectations, by either or both sides, results in lower service quality, customer satisfaction, and potentially increased costs.

Check out InvGate as your ITSM solution

30-day free trial - No credit card needed

People Cert service desk v7Pink Elephant Compliant SoftwareEndeavor Entrepreneur

Service Management

ITAM

Learn

InvGate

Compare With