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Service Level Management (SLM)

The objective of the SLM process is to manage and maintain the quality of IT Services delivered to customers. This process also seeks to improve on the quality of service by reviewing the level of performance achieved by the Service Desk.

The SLM engine within Alemba Service Manager Core is one of the most powerful on the market and allows IT providers to fully automate the calculation of downtime and the tracking of performance against Service Level Agreements.

Business benefits

  • Formal agreements which provide the customer and the IT services provider with a clear understanding of the expected level of delivered services and their associated costs for the organization
  • A basis for charging for services, and demonstrating to customers the value they are receiving from the Service Desk
  • Enhanced relationship between the Service Desk and external suppliers enabling negotiation of improved services and reduced costs

Alemba Service Manager provides:

  • full support of Service Level Agreements (SLAs), Operational Level Agreements (OLAs) and Underpinning Contracts (UCs).
  • the ability to manage multiple working hours in different time zones.
  • SLA selection priority rules and overrides.
  • multiple escalation levels to give advance warning prior to actual breach.
  • fully integrated email for all notifications.
  • comprehensive suite of out of the box SLM reports.

Kroger

 

Established in 1883, The Kroger Co. is one of the largest general retailers in the United States.

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Liverpool City Council

 

Liverpool City Council is the governing body for the city of Liverpool in Merseyside, England. It consists of 90 councillors, three for each of the city's 30 wards.

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