IT SLA Management

Business Challenges

The foundation for good IT service starts with managing IT service level agreements (SLAs) based on the quality of service delivered to your customer. Whether your organization is serving internal or external customers, IT SLA management sets service and performance expectations for both IT and the business. However, most IT SLA management tools available today are too narrowly focused on IT to satisfy the business. IT operations teams just aren’t equipped to:

establish realistic, business-oriented SLAs
keep up with service-level compliance
report and communicate service levels with business counterparts
improve the quality of service levels.

Our IT SLA Management Solution

Compuware’s Service Level Management (SLM) solution delivers metrics for both IT and business audiences to help ensure all IT SLAs are met and managed. Tying our SLM capability with our Business Service Management solution supplies you with the critical aspects needed to:

improve customer relationships and trust
drive more effective communication between IT and its business counterparts
enhance productivity and operational effectiveness by automating service-level report and alerts
prevent service breaches and business impact with in-depth root-cause analysis
increase service quality by automating proven Six Sigma techniques and integrating IT Infrastructure Library (ITIL) processes.

Products

Vantage for Business Service Management
Vantage for End User Experience Monitoring