BMC Remedy Service Level Agreements

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

• 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 Remedy Service Level Agreements, IT Support staff can manage the entire range of service level agreement (SLA) processes, from defining SLAs and monitoring compliance, to collecting and analyzing performance data, addressing problem areas, and continually refining the services offered. Once implemented, Remedy Service Level Agreements also enables real-time, proactive SLA management to ensure that you meet or exceed expectations. As a result, you can keep IT service delivery closely aligned with business requirements and continually improve service quality

Key Features & Benefits

• Cumulative time-based, availability, event-monitoring, and threshold-monitoring performance targets with periodic reviews measure SLA performance
• Performance targets track individual incidents and commitments over any time period, including multiple, recurring periodic reviews
• Customizable escalation processes let users select proactive milestones and actions to ensure that time commitments and service levels are met
• Constant performance monitoring through best-practice reports and predefined flashboards alerts managers that commitments may be missed
• SLA Catalog shows SLA bundles and provides price and other related information for sets of service levels the IT organization has to offer
• Aggregated availability SLAs track the availability of all the assets and components tied to the individual SLA of a specific business service