Service Level Management
Establish rules to maintain appropriate service levels
Service Desk simplifies Service Level Management
The Service Level Management feature will allow you to define and monitor service targets. It can also provide alerts and reports on any missed SLA IT targets, enabling you and your team to stay on top of everything and take action quickly when necessary. Without SLAs and a quality SLA management system to help you keep track of your contracts, you might find yourself in a tricky situation with other parties breaching your agreements or your organization failing to provide the pre-arranged acceptable level of service.
SolarWinds Service Desk, an ITSM product, includes this powerful ITIL service level management tool capable of quickly simplifying service level agreement monitoring and informing you of any ITIL SLA breaches.
Improve employee satisfaction and trust
Set SLAs and monitor the quality of your services on an ongoing basis
Establish alerts and create clear reports
Alerts for SLA IT breaches are an essential part of all SLA management solutions, as you’ll be able to tell when vendors aren’t fulfilling their obligations and can speak with them to resolve the problem quickly. In Service Desk, SLA alerts are easy to create. You can fill out the SLA rule fields, define your target, set a timer indication threshold, define the scope, and set an action to occur when an SLA breaches.
The Service Level Management feature can also quickly generate comprehensive yet easily understandable reports, making it easier to determine whether your vendors deliver an acceptable service level. Access to these reports can give you the information you need to make informed decisions regarding renewals, upgrades, or downgrades. You’ll also know when to contact a vendor about ongoing issues.
Monitor SLAs from the level of each incident
The Service Level Management functionality of SolarWinds Service Desk is designed to simplify the SLA monitoring process.
The color-coded timers under the SLA Breaches and the Next Breach columns can give you a quick understanding of breaches in seconds. Items with a green timer have not met pre-breach criteria, whereas those with an orange timer have passed the initial pre-breach indicator but have not reached the final pre-breach indicator. Incidents with a red time risk breaching your SLAs.
You can also view the time until the next breach, enabling you to prioritize queues according to which tickets will breach next. However, it’s worth noting recategorizing an incident won’t restart the timer or change the breach date or time, as timers start upon incident creation, not updates.
Simplify SLA Management and track the quality of your services on a daily basis
Service Desk
Establish SLAs and monitor the quality of your services on a daily basis.
Use built-in reports or create your own to track ticket status, technician performance and customer service needs.
Create a consolidated knowledge base to inform your IT solutions, so you can continuously improve your services.
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