|
Business Challenge
A company’s success today is integrally linked with its information technology (IT) services. Any disruptions or degradations in IT service can cause serious, even catastrophic, damage to business. That means IT professionals are under considerable pressure to ensure that required IT service levels are delivered to users. Considering the complexity and dynamic nature of today’s enterprise networks, it can be quite a challenge to achieve the high levels of service users require — and demand.
Business Need
- Reduce business risk by bringing attention to weakness in both operational and service support
- Establish, track, and measure service level performance and distinguish priority situations
- Initiate proactive service level management by aligning IT services with business needs
- Ensure customer satisfaction by delivering the speed and quality of service level customers expect
- Prevent miscommunication between IT and business about reasonable service levels
Our Solution
With BMC Service Level Management (SLM), IT can manage the entire range of service level agreement (SLA), from defining SLAs and monitoring compliance to collecting and analyzing KPI data, addressing problem areas, and continually refining the services offered. BMC SLM ensures that you meet or exceed expectations. BMC SLM also enables real-time, proactive SLA management to ensure that you meet or exceed expectations. As a result, you can keep IT service delivery and support closely aligned with business requirements and continually improve service quality.
Key Features & Benefits
- Provides business services SLAs covering service support and infrastructure metrics
- Enables you to pinpoint weak areas and take corrective action
- Helps you to understand the impact to the business for missed service targets
- Allows you to gain visibility into which agreements are driving penalty or reward accumulations due to SLA breaches or exceeded compliance targets
- Enables a ‘compliance at risk’ issue to follow standard ITIL® incident management processes to resolution
- Allows you to view trends, spot problem areas, and minimize disruptions for key business services
|
|
|
