Service Level Management

Customers will trust you like never before!

Whether you're an enterprise internal IT service organization or a commercial service provider, success depends on building and maintaining trust with your line of business customers. Trust comes more easily when you always deliver on your commitments! Delivering what customers expect while meeting your commitments to the business requires definitive hard to find answers to simple yet important questions such as:

• How well are we meeting our service commitments?
• Are we notified of potential service breaches before they occur?
• Can we see the root cause of issues and prioritize actions based on business impact?
• Are customer expectations the same as ours? Are we collaborating with customers based on the same facts?

To deliver on customer and business commitments, Service Providers need more than tools to monitor their IT assets and service desks. Service Providers need detailed visibility into service delivery quality from a customer and business perspective. To accomplish this, Service Providers must automate key Service Level Management (SLM) Processes that incorporate Service Level Agreements (SLAs), Operating Level Agreements (OLAs), and underpinning contracts as the mechanism for delivering on clear, measurable expectations and commitments for service providers and customers.

ServiceFlow Service Level Management – Automated Processes

Digital Fuel’s ServiceFlow Service Level Management (SLM) is a business application that automates key service level management processes in a way that is easy to use and fast to setup within your existing environment

*SLAs, OLAs, Underpinning Contracts, KPIs, Set alerts, etc.

ServiceFlow SLM streamlines the entire Service Level Management process,
from service definition to compliance review by business customers.

ServiceFlow SLM Key Benefits

Digital Fuel’s Service Level Management application enables commerical service providers and internal IT organizations to manage the delivery of services in order to always meet its commitments from a customer and business perspective. With ServiceFlow Service Level Management (SLM) you can:

	Automate SLA, OLA, and UC management ServiceFlow SLM transforms service level management from a manually intensive technical and system-oriented task into an automated, repeatable business process. You can use this Digital Fuel solution to manage IT, communications, human resources, and F&A services' business performance. ServiceFlow SLM automates the process for managing SLAs, OLAs, Key Performance Indicators (KPIs) and Underpinning Contracts (UCs), addressing all phases of the lifecycle. It lets you continuously align services with business goals and objectives – a critical step in evolving from basic systems management to real business services management.
	Achieve your commitments ServiceFlow SLM can help your organization consistently achieve service commitments through predictive notifications, escalation processes, and reports that analyze both trends and forecasts.
	Accelerate service level definition with best-practice templates ServiceFlow SLM comes with a Service Portfolio Catalog which includes pre-packaged solutions that tap Digital Fuel's domain expertise. It has solution sets that contain pre-defined SLAs for Service Desk, Hosting, IT, F&A, communications offerings, and many others. A library of templates lets you deploy your internal service management best practices, automatically, across the entire organization, multiple customer types, and geographies.
	A visual approach streamlines the process ServiceFlow SLM's unique Visual Designer and its definition wizard make defining and managing service levels as simple as a spreadsheet function, without coding or scripting. ServiceFlow also takes a visual approach to importing and handling the data required for service level management.
	Advanced, automated service level reporting Digital Fuel's automated reporting capabilities make it easy to generate, approve, and send a series of reports and dashboards on standard or custom time schedules. ServiceFlow SLM's role-based, multi-dimensional reports allow users to drill down to the granular details across all services.
	Align your SLM practices with ITIL v3, COBIT, ISO 20000, and eTOM With ITIL v3's emphasis on the service lifecycle, ServiceFlow SLM gives commercial service providers and enterprise service organizations an ideal starting point to define, manage, and analyze business service performance. ServiceFlow SLM mirrors ITIL v3, COBIT, ISO 20000, and eTOM recommendations.
	Easily incorporate IT cost management The value of ServiceFlow SLM is magnified when you combine its capabilities with the the Digital Fuel ServiceFlow IT Cost Management application. All you need to do is obtain a software key from Digital Fuel to enable additional solutions – it's as simple as that.

Why ServiceFlow Service Level Management?

ServiceFlow Service Level Management truly delivers amazing visibility into service delivery quality from a customer and business perspective. ServiceFlow SLM is trusted and used by many enterprises so you can benefit from our experiences with hundreds of customers. Only SLM delivers:

• A focus on Business and IT Services – not underlying technologies – so you can align with your business users
• An easy solution to deploy and maintain driving the lowest TCO in the industry
• Pre-built industry standard best practices and pre-defined IT and business services
• Completely integrated with the business application suite of Service Portfolio Catalog and IT Cost Management that fully automates the management of IT as a business

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