Service Level Management

POB Service Level Management includes Service Level Agreements, which define all the conditions and responsibilities between a service provider and the customer. The Service Catalogue defines all the available services. Contracts between external and internal service suppliers are supported to ensure that underpinning contracts support SLA targets.
The system can be used as a basis for charging, to secure your return on investment.

Benefits to Your Organization
POB Service Level Management (SLM) is an invaluable tool that will greatly improve your service culture. Improvements in service quality and a reduction in service disruption can ultimately lead to significant financial savings and less time and effort spent by IT staff in resolving fewer failures. IT customers can also perform their business functions without any adverse impact.

Benefits to the User
POB Service Level Management helps support staff meet the required service thresholds, thereby improving customer relationships and service quality. Expectations and timeframes are clearly defined so that all operators of the system will have the same definition of priorities and escalation processes. Furthermore, it ensures clarity on when an external support provider should provide the service.

Service Level Management for Competitive Advantage
A company’s major goal is to maintain and improve IT service quality to improve the relationship between customer needs, performance, resources, and cost justification. Quality services can be charged directly and the customer can appraise the return on investment.

Service Level Agreement
POB controls detailed information, including amounts, dates, discounts, and indexes. POB relates all relevant Configuration Items (CI’s), customers and products to each contract, including their respective service fees and discounts. The service fee is then automatically calculated and invoiced based on its components.

POB allows you to:

• Follow up on service quality
• Enter and follow up on any type of agreement
• Enter all detailed information, including support hours, target times, warranty dates, due dates, expiration dates, references, service fees, etc.
• Relate a customer to the agreement
• Relate CI’s to the agreement
• Integrate contract document text
• Relate any supplier support agreements
• Relate Operational Level Agreements
• Relate Underpinning Contract