ITIL Service Level Management Software

Service Level Management
Complete Lifecycle Monitoring "Service Level Management's goal is to maintain and improve IT service quality. This occurs through a constant cycle of agreeing, monitoring and reporting IT service achievements" The out-of-the-box capabilities of LiveTime Service Manager allow organizations to effectively catalog and manage their service-level obligations. In particular, organizations can use LiveTime's Service Level Agreements (SLAs) in conjunction with Operational Level Agreements (OLAs) and Underpinning Contracts (UCs) to define, manage and track service delivery levels. LiveTime also provides SLA-compliance reporting, allowing Managers to define and track availability and performance objectives that reflect business objectives. SLAs are used across all ITIL processes and are assigned when service requests are created. Service Level Agreements SLAs are incorporated in the support process when a new Workflow is created. An SLA is assigned to a Workflow and specifies the expected resolution time for a service request. Operational Level Agreements An OLA is an internally negotiated document that identifies the service level expectations between the Service Desk and the Technical Support teams. To ensure a SLA resolution time is met, the sum of the resolution times for each of the OLAs or Underpinning Contracts assigned to a workflow lifecycle, must be less than or equal to the SLA resolution time. Underpinning Contracts Underpinning Contracts are used to manage support services provided to the Service Desk by external service providers. These Contracts ensure the external parties maintain their obligations to the Service Desk, which allows the Service Desk to meet the SLA expectations of its Customers. When a service request moves into a State that is governed by an Underpinning Contract, for internal contract control the service request is assigned to a Service Level Manager. This allows the Manager to maintain control of the service request, and to easily follow-up with the external service provider, if required.	Fully Integrated SLM and Workflow To successfully meet SLA expectations, LiveTime allows the Service Desk to associate each workflow state of a service request, with an OLA or UC. LiveTime validates that SLA times need to be greater than or equal to the sum of Underpinning Contract and Operation Level Agreement times.

Service Level Management

Complete Lifecycle Monitoring

"Service Level Management's goal is to maintain and improve IT service quality. This occurs through a constant cycle of agreeing, monitoring and reporting IT service achievements"

The out-of-the-box capabilities of LiveTime Service Manager allow organizations to effectively catalog and manage their service-level obligations. In particular, organizations can use LiveTime's Service Level Agreements (SLAs) in conjunction with Operational Level Agreements (OLAs) and Underpinning Contracts (UCs) to define, manage and track service delivery levels.

LiveTime also provides SLA-compliance reporting, allowing Managers to define and track availability and performance objectives that reflect business objectives. SLAs are used across all ITIL processes and are assigned when service requests are created.

Service Level Agreements

SLAs are incorporated in the support process when a new Workflow is created. An SLA is assigned to a Workflow and specifies the expected resolution time for a service request.

Operational Level Agreements

An OLA is an internally negotiated document that identifies the service level expectations between the Service Desk and the Technical Support teams. To ensure a SLA resolution time is met, the sum of the resolution times for each of the OLAs or Underpinning Contracts assigned to a workflow lifecycle, must be less than or equal to the SLA resolution time.

Underpinning Contracts

Underpinning Contracts are used to manage support services provided to the Service Desk by external service providers. These Contracts ensure the external parties maintain their obligations to the Service Desk, which allows the Service Desk to meet the SLA expectations of its Customers.

When a service request moves into a State that is governed by an Underpinning Contract, for internal contract control the service request is assigned to a Service Level Manager. This allows the Manager to maintain control of the service request, and to easily follow-up with the external service provider, if required.

Fully Integrated SLM and Workflow

To successfully meet SLA expectations, LiveTime allows the Service Desk to associate each workflow state of a service request, with an OLA or UC. LiveTime validates that SLA times need to be greater than or equal to the sum of Underpinning Contract and Operation Level Agreement times.

Web 2.0 ITIL Service Management, Help Desk and Support Software

Service Level Management

Help Desk Software, Web 2.0 Helpdesk, ITIL, Java and J2EE Customer Service and Support Software