Service Level Management
SLM negotiates and/or agrees the appropriate IT service targets according to the business needs, and then monitors and produces reports on delivery, against the agreed level of service or Service Level Agreement (SLA).
Able to create and bind SLA to service contract.
Supports both of business hour and 24 hours SLA.
Organization working hour and holiday setup.
Case monitoring and alert if SLA is violated and escalates to next level management if defined.
3-Tier Multi-level escalation support.
SLA summary report to evaluate service against agreed SLA.