Note

 

This documentation supports the 20.16.01 version of BMC Remedyforce.

To view the latest or an earlier version, select the version from the Product version menu.

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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