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Service Level Management is the process of monitoring and controlling the quality level of the IT services an organization provides. Service Level Management ensures that the IT service is delivered according to the agreed upon quality levels. A Service Level Agreement (SLA) is an agreement between an IT Service Provider and a Service User. The SLA describes the expected performance, the expected time to respond, and resolve the request. As an analyst you can view and respond to the SLA notifications. |
ServiceAide Cloud Serviceaide Intelligent Service Management (CSM) provides you with the capabilities you require to track and meet service level objectives. The key units that are required to measure an SLA are:
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