IT SLA & KPI Management

Your ultimate success depends on building and maintaining trust with your line of business customers and ensuring they receive the highest value from IT. Delivering what customers expect while meeting your business objectives requires definitive answers to such important questions as:

• How well are we meeting our IT service commitments?
• What is the value we are delivering in business terms?
• Are we notified of potential service breaches before they occur?
• Can we see the root cause of potential issues and prioritize actions based on business impact?
• Are customer expectations the same as ours, and do they align with the value being delivered to the business?
• Do we consistently track SLAs and KPIs that measure the business value received from our services?
• Do we collaborate with business unit customers based on the same shared information?

Measure and Ensure Value of IT Services

Digital Fuel's IT Financial Management IT SLA & KPI Management is a SaaS business application that allows IT organizations to set, track, report, and analyze IT performance and value measures — Service Level Agreements (SLAs), Key Performance Indicators (KPI), Key Value Indicators (KVIs), Operations Level Agreements (OLAs) and more — for all services, vendors, and customers, as well as perform root cause and business impact analysis.

Using IT SLA & KPI Management, both IT and business units understand and agree on a single version of the service commitment facts, including the business definition of each obligation, how business service measures will be calculated, and what data and corresponding data sources will be used. Further, IT SLA & KPI Management includes standardized templates to help you speed SLA provisioning, reducing the time from weeks to just a few minutes for on-boarding new services, users, and SLAs.

And when SLA, operational, and value commitments are in danger of being missed, or when breaches occur, you receive automated early warning alerts and escalation processes that allow you to quickly take action. This proactive approach helps IT meet SLA and value compliance on an ongoing basis across geographies, service lines, customers, organizations, and other defined business segments.

The Value of IT SLA & KPI Management

• Reduce the costs associated with error-prone, manual efforts
• Lower IT spending by identifying the most cost/value effective alternatives
• Improve quality of IT services
• Decrease the time required to improve services

Key Capabilities

• Visually define, negotiate, and revise IT quality, operational, and value commitments
• Create workflows to orchestrate, track, and approve agreements and commitments
• Perform service level monitoring and compliance management
• Receive automatic alerts when an SLA, OLA, KPI, or UC commitment is in danger of being missed
• Generate root cause and business impact reports to identify remedial action
• Create "what if" scenarios to identify best course of action
• Conduct monthly reviews
• Use workflows to orchestrate, track, and sign off on compliance results
• Make auditable adjustments to results
• Generate and distribute formatted monthly service reports and booklets

Sample Out-of-the-Box Reports

• IT dashboards that provide a bird's eye view across all applications and systems, including key statistics such as the worst 5 KPIs
• Customer dashboard provides high-level information with drilldown on top 5 breaches by performance, top 5 KPIs, year-to-date credits, etc.
• SLA compliance report summarizes all the compliance information for a specific SLA
• Forecasting reports provide forecast information for KPI performance
• Audit reports to review and change results

IT SLA & KPI Management Process Flow Diagram

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IT SLA & KPI Management Screenshots

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