Escalations (SLA)

Via the Service Level Management (SLM), real external or internal service agreements can be recreated on your 446 Plattform® system.

The Service Level Management is responsible for the standardization and surveillance of the IT services. Here, the customer’s requirements are turned into service offers by the IT organization, the services are planned and agreed upon in contract. The process also ensures the continuous surveillance of the agreed on Service Levels as well as the Service Reporting. The underpinning contracts with service providers as well as Operational Service Agreements ensuring internal services are subject to the SLM as well. This is one of the central Service Level Management processes, with an extensive relevance for customer satisfaction and the professional supervision of the IT organization.

The SLM module provides contracts, services, coverage, priorities, escalation times, and contract times for configuration and set-up of the escalations.

Short instruction

How do I map contracts in Service Level Management?

 

 

Chapters:

  1. Structure
  2. Configuration
  3. Other Modules
  4. Early Warning System