The Service Level Management Opportunity

IT exists to support the business by driving improvements in productivity to maximize profitability. Without effective communication between the business and the IT department, IT often fails to grasp the needs of the business meaning that services delivered don’t meet demand. In order to best support the business, IT needs to continually monitor, review and improve service performance to ensure the business is getting the best from IT.

Service Level Management (SLM) is a mature IT Service Management (ITSM) process that drives optimized delivery of IT services to the business. By defining the demand, monitoring performance and reviewing opportunities for improvement, IT can identify and resolve misalignments and weaknesses to ensure the business receives optimal IT services and support – and gains a competitive edge.

The Value of Service Level Management

• Set expectations about services and their availability
• Ensure service quality meets expectations
• Increase customer satisfaction and retention
• Maximize business unit productivity
• Optimize speed and cost of service delivery
• Avoid costly penalty charges
• Increase IT involvement in business planning
• Monitor supplier SLAs and increase negotiating power

Since we use a Shared Services Model, it is vitally important that the Service Desk delivers the best service level possible into all areas of the business. The assyst solution enables us to benchmark our progress against SLAs. This means that the team is always focused on improving. Hull City Council - View the full case study

Next: assyst Service Level Management Software

ITIL Service Level Management Software

The assyst enterprise solution enables delivery of services to meet customer expectations by integrating best practice ITIL processes in a single out-of-the-box application. Incorporating functionality for the delivery, support and improvement of IT services, the assyst solution brings unparalleled depth of functionality within a single, rapidly deployable application – scalable to large enterprise organizations. Using assyst, the IT department can manage all customer Service Level Agreements (SLAs), internal Operational Level Agreements (OLAs) and supplier contracts. SLAs are stored within the assyst CMDB and integrated with the service desk to provide automated tracking, notification, escalation and reporting on incidents and service performance. Our powerful, out-of-the-box solution can help you enable a shift in the focus of your IT department from reactive support to pro-active value generation that is an asset to the business.

Next: Key Features of assyst SLM Software

Key Service Level Management Features

• One-click performance reports and dashboards for service level monitoring
• Support for internal, operational SLAs and supplier underpinning contracts
• Service support managed within a single application – no integration required
• Automated response, resolution and escalation time monitoring
• Demand management based on availability and cost
• Service availability performance tracked and shared in the assyst enterprise CMDB
• Business-facing service catalog with availability and costs
• Integration with financial management to support service costing and charging

We were able to get assyst up and running very quickly and achieve a tangible return on our investment within the first year. Aviva - View the full case study