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.