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.
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
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