“Digital Fuel Technologies Offers Service Level Management At
Its Finest For BSM.”
– The Forrester Wave™ report by Peter O'Neill and Evelyn Hubbert, Forrester Research

Collaborative SLA Process Automation

ServiceFlow SLA Management solution delivers process automation for the management of SLAs that fit the way services providers work, whether focused on HR, F&A, IT, telecommunications or shared services. With ServiceFlow, proactive escalation, fix plans, dispute resolution, documentation, and other processes are developed collaboratively between service providers and their customer.

ServiceFlow provides the ability to create and manage the universe of service lines, services, SLA contracts, service relationships, organizational structures, resources, and more for effective SLA management. Essential workflows connecting business users from the provider and customer sides, such as SLA lifecycle, monthly service review, report approval and distribution, dispute resolution, fix plans, outages management and others, are collaboratively developed.
To collaboratively develop these workflows, ServiceFlow SLA Management application provides:

simple, visual methods for transforming contractual and business obligations into digital business logic;
visual relationship modeling, enabling the complex network of connections between vendors, customers, service lines, services, and agreements to be readily understood across both the service provider and customer organizations;
sophisticated dispute management, providing an efficient mechanism that service providers and their customers can use to dispute the SLA results and service costs, and to track the dispute communications and the final resolution;
web-based (zero footprint) access by all parties in the service relationship with flexible role-based views, which can be easily set up and maintained, and;
sophisticated reporting, including role-based reports, that can be accessed securely by authorized users at both the service provider and customer organizations.