“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

Proactive SLA Management

Organizations need to manage SLA compliance on an ongoing basis, and to do so in a proactive and comprehensive fashion, whether across geographies, service lines, organizations, etc. When SLA commitments are in danger of being missed, or breaches occur, automated alerts and escalation processes need to be employed.

To take proactive control over SLAs, ServiceFlow provides management teams with capabilities for setting performance targets, measuring adherence to these target service levels, and reporting and alerting capabilities that help ensure SLA commitments are being met and that service performance is in alignment with business needs.

ServiceFlow enables organizations to proactively manage their SLAs by delivering the following set of sophisticated capabilities:

visual modeling for all processes and service agreement configurations, including contracts, metrics, business logic, data adaptors, service relationships, report templates, etc. When business service management teams can visually configure these elements, rather than relying on scripting or development resources, they can more quickly and effectively manage SLAs. Visual modeling also significantly reduces the time required for initial service and contract configuration as well as making ongoing changes afterwards;
metric templates that enable business users to follow intuitive wizards, filling in the blanks in readable, parameterized sentences that represent service level objectives, e.g. "Availability of [SAP] application should exceed [98] % [monthly] during [business hours]", and;
granular alert thresholds, so management teams can begin to spot problems, and take steps to rectify them, before an SLA is breached. For example, SLAs may have one targeted service level for a service objective, and may have multiple additional warning thresholds.