This documentation supports the 20.21.02 version of BMC Helix Remedyforce.

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Overview of Service Level Management

Service Level Management enables a service provider to formally document the needs of its customers or lines of business by using agreements and providing the correct level of service to meet those needs. A service provider can be an IT organization, a customer support group, or an external service provider.

Service Level Management also provides a means to review, enforce, and report on the level of service provided. It streamlines the important task, that is, the communication between a service provider and its customers. Multiple service targets can be defined and monitored, acting as a bridge between IT service support and IT operations. This enables costs to be controlled and helps to provide a consistent level of service in support of key business services.

Service Level Management uses contracts, agreements, and service targets to monitor the performance of a service.

Service Level Management provides the following functionality:

  • Helping IT managers, customer service managers, and other service providers to guarantee a high level of responsiveness to service requests
  • Helping service organizations to assess and monitor the relationship between the support staff member and their customers and helps them to meet service commitments
  • Allowing service organizations to monitor key infrastructure performance indicators and business services as defined in Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Underpinning Contracts (UCs)
  • Providing a means to create goals and monitor commitments
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