Service Level Management

itmSUITE® fully supports the design and management of service level agreements with customers (Service Level Agreement or SLA), with internal service providers (Operational Level Agreement or OLA) and with suppliers (Underpinning Contract or UC). The information about service levels reached can then be made available to any organisation or on any list and in this way itmSUITE® favours real time alignment of IT with business needs.

Main features of itmSUITE® useful in this area

  • Management of information regarding SLAs/OLAs/ICs
  • Real-time calculation of SLAs/OLAs/UCs
  • Automated communication and actions in response to the performance of SLAs/OLAs/UCs
  • Reports on progress of SLAs/OLAs/UCs

Main advantages deriving from the use of itmSUITE®

  • Effective measuring of service levels reached
  • Automation of all the aspects of management of SLAs/OLAs/UCs
  • Faster and more effective action in case of targets not reached
  • Forecasting of possibility that targets may not be met and related corrective action
  • Decision making support and improvement in the alignment between IT actions and business needs
  • Better communication and, in the final analysis, relationships with customers

The complete software solution and tool for Service Level Management by itmSUITE, available on premise or as a cloud / SaaS service