“With Digital Fuel we were able to help our business units realize approximately $20 million in IT services billing reductions in our first year.”
– Floyd Rutan, Executive Director, Cummins Business Services.

About ServiceFlow Service Level Management

ServiceFlow Service Level Management (SLM) is a powerful web-based business application that gives commercial service providers (CSPs) and their customers the visibility into service compliance with contractual obligations written in service level agreements (SLA). ServiceFlow SLM was built specifically to manage service levels from the perspective of Business Services and Customer Contracts – and not just availability of technology components and ticket resolution times. With built-in processes and role-based views, ServiceFlow SLM delivers actionable information that enables a CSP to prevent SLA violations, build trust with their customers and reduce costs while optimizing service delivery.

Only ServiceFlow SLM enables you to:

Proactively track SLA compliance and drill down into root cause of service failures to prevent SLA breaches
Automatically prepare End-of-Month SLA compliance reports and booklets and distribute these to your customers
Provide your executives with a bird eye view into your service delivery across Customers, Services Lines and Geographies
Calculate SLA Rebates and Earnbacks and collaboratively adjudicate SLA results with your customers
Build and maintain your SLA metrics that match the exact legal definitions of your paper SLAs
Create and manage a library of SLA templates and easily on-board new customers

With ServiceFlow SLM, your team will answer questions that are essential to meeting your customer and business obligations while reducing service delivery costs:

CSP Executive
- What are the potential SLA breaches across my Customers, Service Lines and Geographies? Does my team have a plan to prevent them?
- Which customers had the most SLA breaches?
- What services had the most SLA breaches?
- How can I get an immediate view into a customer snapshot to understand its current status?
- How can I show to my customers that our services are compliant to the SLAs they signed?
CSP Account Manager
- What are the potential SLA breaches? How can we prevent them?
- Where SLA compliance is trending across Services and SLA metrics? What is the SLA compliance forecast for the Month End?
- What SLA breaches occurred during the last month? Why? Did they really occur or it is a data collection mistake or human error in reporting incident resolution times?
CSP Customer
- Does my service provider comply with the SLA? Do I get the service that I am paying for?
- Is my service provider able to find root causes for SLA breaches and prevent such breaches in the future?
- What is the impact of SLA breaches on my business?
- How well do the services perform across my Lines of Business and Geographies?

Key Capabilities

Catalog IT Business Services	Define and manage IT Business Service offerings and their attributes Map Business Services to underlying technical services Publish service catalog
SLA Lifecycle Management	SLA agreement and revision management SLA workflows, approvals and escalations Create and manage SLA templates SLA metric definition wizards
Proactive Service Level Management	On-going notification when forecasted to breach an SLA, flag potential root cause Track SLA compliance trends and compare to moving averages Track potential SLA Rebates and Earnbacks
End of Month/Quarter/Year SLA Reporting	Automatically prepare End-of-Month reporting package and booklet and distribute it to your customers Collaboratively adjudicate SLA results with your customers Report across Geographies, Service Lines and your customer’s Lines of Business, provide drill downs to raw data to justify your SLA compliance calculations Easily add new reports on your own
Customer On-Boarding	Easily on-board new customers using standardized SLA templates and the Catalog of IT services