Why Service Level Management?

Ninety one percent of enterprises leverage service level agreements as part of their operations; however, the bulk of these agreements are managed manually.

Manually collecting data from a number of sources, assembling it in spreadsheets or other custom built systems, and aggregating this information into usable service level performance is a labor intensive, time consuming process and highly prone to human error. Because the reliance on human capital is inefficient, SLA performance reports are typically delivered after the period has ended, and are often late. As a result, the organization has no opportunity to correct underperforming services, debates over performance invariably occur, and customer satisfaction is negatively effected.

Service level management automates the process of capturing performance targets, defining how these targets are measured, monitoring performance against these targets in real time, taking action based on this performance, and collaboratively reporting performance to both the service provider and the service consumer. Leveraging Service Level Management to manage your company's performance obligations will enable you to reduce the costs of managing your IT and business operations, improve customer satisfaction and retention, increase company profitability and revenue, and reduce the risk of business operations.