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LiveTime Service
Manager |
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Service Level Management |
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Complete Lifecycle
Monitoring
"Service Level
Management's goal is to maintain
and improve IT service quality.
This occurs through a constant
cycle of agreeing, monitoring
and reporting IT service
achievements"
The out-of-the-box capabilities
of LiveTime Service Manager
allow organizations to
effectively catalog and manage
their service-level obligations.
In particular, organizations can
use LiveTime's Service Level
Agreements (SLAs) in conjunction
with Operational Level
Agreements (OLAs) and
Underpinning Contracts (UCs) to
define, manage and track service
delivery levels.
LiveTime also provides SLA-compliance
reporting, allowing Managers to
define and track availability
and performance objectives that
reflect business objectives.
SLAs are used across all ITIL
processes and are assigned when
service requests are created.
Service Level Agreements
SLAs are incorporated in the
support process when a new
Workflow is created. An SLA is
assigned to a Workflow and
specifies the expected
resolution time for a service
request.
Operational Level
Agreements
An OLA is an internally
negotiated document that
identifies the service level
expectations between the Service
Desk and the Technical Support
teams. To ensure a SLA
resolution time is met, the sum
of the resolution times for each
of the OLAs or Underpinning
Contracts assigned to a workflow
lifecycle, must be less than or
equal to the SLA resolution
time.
Underpinning Contracts
Underpinning Contracts are used
to manage support services
provided to the Service Desk by
external service providers.
These Contracts ensure the
external parties maintain their
obligations to the Service Desk,
which allows the Service Desk to
meet the SLA expectations of its
Customers.
When a service request moves
into a State that is governed by
an Underpinning Contract, for
internal contract control the
service request is assigned to a
Service Level Manager. This
allows the Manager to maintain
control of the service request,
and to easily follow-up with the
external service provider, if
required.
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