Solutions for Service Level Managers
As companies drive IT and business operations to greater performance, companies have adopted Service Level Agreements (SLAs) with internal and external customers to help govern service commitments.
While well intentioned, Service Level Managers have primarily used manual approaches to govern the Service Level Management (SLM) process. The manager composes contracts and Service Level Objectives (SLOs) from scratch, collects performance data from a wide range of applications and infrastructure resources, assembles it in spreadsheets or other custom built systems and aggregates this information on a periodic basis to report to internal or external customers. The net result is that the entire process is labor-intensive, time- consuming process and highly prone to human error.
Oblicore Guarantee™ enables the Service Level Manager to create a framework for the management and maintenance of service delivery agreements. With Oblicore Guarantee, he/she will increase productivity around SLA composition, performance measurement against these agreements and reporting of performance levels.
With Oblicore Guarantee™, the Service Level Manager is able to:
- Provide a secure, collaborative environment for defining and modeling services.
- Capture performance targets and business logic for service level agreements.
- Monitor and report service performance in real-time with reports, dashboards and alerts.
- Preempt performance breaches with root-cause analysis and predictive reporting
With Guarantee in place, we have what it takes to ensure we're delivering on our customer commitments. Customer satisfaction with IT is definitely increasing. And, we're thrilled because we're now able to proactively address potential breaches in our SLAs in advance, rather than reactively solving IT service problems weeks after they occur."