Service-level agreements (SLAs) are contracts
between service providers and customers that define
the services provided, the metrics associated with
these services, acceptable and unacceptable service
levels, liabilities on the part of the service
provider and the customer, and actions to be taken
in specific circumstances. Service-level management
is the set of people and systems that allows the
organization to ensure that SLAs are being met and
that the necessary resources are being provided
efficiently. This is where PhaseWare comes in.
IT Service Level Management
As the owner of IT services, how do you demonstrate
the strategic value of your department? How can you
differentiate your own IT services from the
commodity services available from commercial
vendors? How can you measure and improve the quality
of IT service delivery? PhaseWare IT Service Level
Management provides the knowledge and understanding
of IT processes that today's executives need.
Demonstrate the value of IT performance through
Service Level Management: Armed with a hierarchical
framework for measuring and monitoring performance
of IT services, corporate managers can be sure that
IT professionals will deliver the services most
critical to the organization. Further, IT and
business managers can continually measure IT's
strategic contribution and identify areas for
improvement.
Communicate between lines of business and IT
organizations using Service Level Management:
PhaseWare communicates line-of-business IT
consumption and service quality, which helps
establish accurate perceptions – and expectations –
of IT throughout the enterprise. The solution also
facilitates more detailed understanding of the value
associated with IT services, resources and service
delivery – including hardware, software, personnel
and third-party suppliers – enabling IT to move from
the data center to the boardroom.
Determine effectiveness and efficiency through
implementing Service Level Management: By
documenting business requirements for IT through
service level agreements, PhaseWare measures
performance to drive future enhancements. PhaseWare
IT Service Level Management can read and analyze
virtually any data format, allowing the solution to
adapt to a company's current infrastructure and grow
with the organization.
Fuel continuous quality improvement
PhaseWare IT Service Level Management's
documentation and reporting capabilities enable
corporate executives to maintain a constant flow of
information that fuels continuous quality
improvement. Service level measurement reports are
available out of the box and can be customized using
a rich toolset for meeting specific business needs.
