The objective of the SLM process is to manage and maintain the quality of IT Services delivered to customers. This process also seeks to improve on the quality of service by reviewing the level of performance achieved by the Service Desk.
The SLM engine within vFire Core is one of the most powerful on the market and allows IT providers to fully automate the calculation of downtime and the tracking of performance against Service Level Agreements.
- Formal agreements which provide the customer and the IT services provider with a clear understanding of the expected level of delivered services and their associated costs for the organization
- A basis for charging for services, and demonstrating to customers the value they are receiving from the Service Desk
- Enhanced relationship between the Service Desk and external suppliers enabling negotiation of improved services and reduced costs