SLM
We will be a leader in Service Management Enterprise Solutions.
Quantitative and transparent reports
and data
SLM uses automated tools for data collection and measurement to evaluate each metric of the service provided between customers and providers, between internal organizations, and between providers and external suppliers, and aggregate them to provide quantitative and transparent reports and data to prove service levels.
Not only that, but it provides customized data and dashboards based on different user perspectives (Customer, CEO, CIO, Team Member, IT Step…) around the service.
SLM
Automation tools
Without automation tools, service level management is done manually by processing data using spreadsheet tools such as Excel and managing it manually, or by measuring different metrics for each system that supports the work process and collecting the distributed metrics for the final service level evaluation, which is an inefficient method that creates repetitive and the same workload every time.
On the other hand, service level management through automation tools collects distributed data to form a repertoire of business process data and automatically measures service-related metrics based on it, providing more efficient and transparent service level assessment.
SLM
Diversify your perspective
Analyze the level of service of a given service from the customer’s perspective and the provider’s perspective. This means that from the customer’s point of view, they are only interested in the level of service they receive, while from the provider’s point of view, they evaluate the level down to the organization or processor level that affects the service they provide.
As a result, service level management for one service can provide service levels for each customer, the provider’s organization-specific performance for that customer’s service, and the provider’s overall service level.
Best Practices
Support
SLM supports Plan, Do, Act, Check, the service lifecycle recommended for service management emphasized by ITIL v3, COBIT, ISO20000, and the IT BSC.
Align with ITIL v3, COBIT
ISO / IEC 20000 and IT BSC
Provide reporting and dashboards based on user roles
These reporting and dashboards can be customized to make your experience your own
All reporting is multi-dimensional, providing OLAP capabilities to drill down from current reporting to detailed data.
Use Report Generator to instantly create customizable statistical tables with no source code.
These features are useful for analytics and operational monitoring purposes for the most important improvements in service level management.
Provactive
Engine
Set interval or step thresholds and notify reps when thresholds are reached
