Service Level Management

Service Level Management guarantees that each client is managed in a consistent manner according to the corporate defined service schedule. IncidentMonitor™ provides a robust and industry leading approach to Service Level Management. IncidentMonitor™’s Service Level Management is comprised of three functional areas:

1. Service Matrix
2. Service Level Rules
3. Service Hours

Service Matrix
The Service Matrix enables an organization to define its service policy(ies) based on the contractual or agreed to Service Level Agreements across the ITIL^® compatible, Pink Verified processes. The Service Matrix provides the facility to define your service clock(s) based on your serviceable hours. What this means is, for example, if your support window is 9 to 5, Monday through Friday and you guarantee a response time of 4 hours and a resolution time of 40 hours for low severity requests you can easily model this within the service matrix. You define a service matrix with two clocks one for the response time and one for the resolution time. It's that simple!!!!

Service Level Rules
IncidentMonitor™ provides a fully customizable service management engine that allows organization specific service level rules to be defined, based on contractual obligations. Rules can be bound to any user defined states and service clocks for a pro-active approach across any of the ITIL^® compatible, Pink Verified processes.

Rules can be configured within IncidentMonitor™ to manage any type of request of the ITIL^® compatible, Pink Verified processes (Incident, Problem, Change, etc.) throughout its life cycle:

• Color code the request
• Automatically send an email notification
• Escalate the request and send email notifications
• Execute a custom script to support any requirement

Service Hours
For each unique area within any of the ITIL^® compatible, Pink Verified processes you can define your HelpDesk / ServiceDesk Service Hours which you have contractually or verbally agreed to. The Service Matrix and Service Level rules will then use these Service Hours (or Windows) for all time based calculations ensuring service violations will only occur based on your contractual agreements and not linear time.

Sub-dividing Service Level Management into the above three functional areas provides for a unique approach to service management and enables an organization to define all HelpDesk / ServiceDesk SLAs and OLAs through administrative policy. The HelpDesk / ServiceDesk simply process requests and the policies defined ensure that the correct rules are executed to guarantee your IT organization delivers its service on-time.

Augmenting this proactive approach is the ability to statistically analyze past performance to determine trouble areas for further improving staff education or changes in the process.