Service Breach Prevention

Proactive SLA management

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

Take control with early warning of service breaches

We provide our customers 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. We enable organizations to proactively manage their SLAs by delivering the following set of sophisticated capabilities including:

• Notifications when SLA breaches are forecast including flagging the potential root cause.
• Visual modeling for all processes and service agreement configurations, including contracts, metrics, business logic, data adaptors, service relationships, report templates, etc.
• 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].”
• Granular alert thresholds, so management teams can begin to spot problems, and take steps to rectify them, before an SLA is breached.
• Track potential SLA rebates and earnbacks.