An SLA Service Level Agreement application that enhances the service delivery management features of our core service desk products.
SLA is defined as a means to categorise the Priority and Severity of service requests to ensure a prompt and consistent response within end user or customer expectations, This SLA definition is expanded in the ITIL Service Level agreement Management compliancy which is central to effective IT service management.
Standard SLA Features of our help desk products
All our help desk products provide a mechanism to record and track Service Level Agreements as a method to prioritise work.
This is achieved by holding an Escalation, Response and Resolve durations against a service level agreement category. This category is assigned to calls either automatically based on the type of request or manually when entering or updating a call. The standard helpdesk products provide;
Enhanced features with SLAmonitor services
SLAmonitor is an executable program that resides on the web server and runs in the background as a service. It integrates with our helpdesk products to monitor calls based on their SLA category.
What does SLA mean to your Organisation?
Included is comprehensive documentation to help you define your SLA priorities to satisfy customers and management expectations. Explains the need for realistic goal setting and comprehensive reporting of performance against targets.
Monitoring SLA's and performance reporting ensures these goals are met to satisfy the long term service improvement objectives of your organisation.
“This was exactly what we were looking for, easy to use, user friendly and with excellent support”
Luis Medina, IT Manager
SLAmonitor is not available standalone, download our helpdesk software and email for the upgrade after installing your chosen helpdesk application.
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