“With ServiceFlow we charge back services based on consumption and give business units control to drive more value from services.”
– Lincoln Little, Director of
Global BU Billing, Cummins Inc.

SLA Management
The Keys to Success

At a high level, SLA management is the process of comparing the specific facets of an agreement with a measurement of the actual delivery of those services. In practice, fulfilling commitments in an effective SLA management program requires a number of critical capabilities. Following are the key capabilities delivered by the ServiceFlow SLA Management solution:

Lifecycle SLA Management. Model and digitize the contractual and business obligations needed to support the finalized service agreement in a way that enables effective oversight of the contract over its lifecycle.

Collaborative SLA Process Automation. Effectively manage SLAs with process automation that fits the way you work, whether your team focuses on HR, F&A, IT, telecommunications or shared services. Easily develop proactive escalation, fix plans, dispute resolution, documentation and other processes.

Proactive SLA Management. Manage SLA compliance on an ongoing basis in a proactive and comprehensive fashion across geographies, service lines, organizations, etc. Employ automated alerts and escalation processes when commitments are in danger of being missed or breaches occur.

Report Management. Sophisticated report management capabilities ensure the right people see the right information at the right time, including automated report generation and distribution, online dashboards, report aggregation, and a host of other flexible approaches.

Decision-Support Analytics. Assess and manage SLAs with a range of sophisticated analytical capabilities, including benchmarking, base-lining, what-if scenarios, and risk assessment.

OLA Management. ServiceFlow helps organizations to more effectively manage multiple SLA results by providing the capabilities needed for integrating, reusing, and coordinating obligations across service contracts.

Service Catalog. With ServiceFlow, your teams will create clearer definitions within service catalogs ensuring this fundamental aspect to ITIL and other service management disciplines is met, creating improved business service management of agreements.