Service Level Management (SLM)

Turn Service Expectations into Measurable, Enforceable Commitments

Unclear service expectations create frustration, finger-pointing, and inconsistent performance. Alemba Service Manager (ASM) solves this by transforming service quality goals into trackable, enforceable metrics that align every stakeholder—from internal teams to external suppliers.

ASM’s ITIL-aligned Service Level Management helps you define, monitor, and enforce Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Underpinning Contracts (UCs) across your entire service ecosystem. With real-time tracking, automated workflows, and detailed reporting, you gain full control over delivery expectations, risk, and accountability.

Why Strong SLA Management Matters

Service Level Management is more than a contract checklist. It’s a framework for trust and performance.

ASM gives you the tools to ensure that the right teams are working on the right tasks, at the right time—with clear timelines, automated escalations, and visibility into performance at every step.

Whether you're supporting internal users, managing multi-tier vendor relationships, or driving digital transformation, ASM helps you prevent service breaches, optimize workloads, and improve satisfaction.

Business Benefits

Define clear, measurable service targets across internal and external teams
Reduce SLA breaches with real-time alerts and automated escalations
Drive transparency with live dashboards, countdown timers, and compliance tracking
Improve alignment across service desk, operations, and vendor management
Support audits and governance with full performance records and audit trails
Negotiate smarter contracts using real service performance data
Increase user satisfaction with faster resolution and predictable delivery
Balance cost, quality, and risk across complex service agreements
Enable continuous improvement through detailed exception and trend reports
Simplify vendor accountability with integrated contract tracking

What Alemba Service Manager Provides

ASM’s Service Level Management is purpose-built for complex enterprise environments:

Layered SLA architecture

connecting business-facing SLAs with OLAs and UCs

Real-time SLA monitoring

including active timers, milestone alerts, and breach warnings

Dynamic workflow routing

based on the strictest applicable SLA or contract term

Proactive escalation logic

with customizable penalty triggers for repeated breaches

Exception dashboards

to identify systemic delays and performance gaps

Integrated vendor and cross-team management

to unify all service delivery channels

Full audit trails and historical reports

to meet compliance and review requirements

Role-based dashboards

so each stakeholder sees relevant data and actions

Contract linking

between services and associated support agreements

ASM ensures that performance commitments are more than numbers—they’re operational reality.

Real-World Impact: Barts Health NHS Trust

Barts Health NHS Trust turned to Alemba Service Manager to enforce accountability across internal departments and vendors. Using ASM’s layered SLA, OLA, and UC structure, each service was linked to measurable delivery targets, mapped to internal teams like Estates and Procurement, and backed by vendor contracts.

ASM’s milestone alerts helped staff intervene early, preventing breaches before they happened. Dynamic routing ensured tickets reached the right group based on the tightest commitment. When patterns of delay emerged, ASM triggered escalation workflows, including penalty logic for repeat offenses.

With insights from dashboards, Barts was able to:

Adjust shift patterns to balance workloads
Renegotiate vendor terms based on real performance
Improve resolution within SLA by 15% over six months

This structured approach boosted user satisfaction and restored service reliability across the Trust.

Read the full case study

See It in Action

See how Alemba Service Manager helps you define, track, and enforce SLAs across every team and vendor—delivering reliable, transparent service at scale.

Book a Demo