SLA Management

SLA Management software to optimize service quality

In order to ensure IT service availability, continuity and quality adequate to the business requirements, IT services need to be defined and constantly monitored against the associated Service Level Agreements (SLA), Key Performance Indicators (KPI’s), Underpinning Contracts (UC) or Operation Level Agreements (OLA). Use business process mapping to identify the teams and handoffs that influence a service’s response and resolution times.

CMW SLA Management software components – the Service Catalog and the CMDB – enable the full SLA Management lifecycle starting with service definition and service level configuration using SLA templates – to service impact analysis and calculation of the potentially incurred penalties as a result of the system or network fallout.

For logistics teams, an outage of the shipment booking system can delay dispatch even when vehicles are available. Use the workflows in logistics and transportation management to identify the business steps that depend on each IT service.

CMW Self Service Portal provides customers and external system users with real-time views on their services – including service KPI’s such as service update and downtime, actual response time and other SLA Management information.

For a hospital scheduling system, agree response targets around the operational impact of lost access. The appointment and billing workflows covered by healthcare BPM software help identify which services need priority support.

Benefits

• Enhanced business performance and reliability
• Service, process and technology metrics captured in Service Level Agreements
• Seamless integration between Fulfilment, Assurance and Operation processes
• Real-time service quality view through Self Service Portal