Our IT Service Level Management services leverage the power of SAS IT Intelligence to provide service-delivery management across all business units.

The solution documents IT services consumed by line-of-business users, as well as the agreed upon availability, response time and throughput for those services. Our IT Service Level Management data warehouse provides a context-rich environment for IT data metrics, services, performance expectations, service providers and consumers, and line-of-business contracts for services.

Services Catalogs and Configuration Databases are beginning to provide real value in measurement of all the links in the chain of delivery of your business services. Our solutions provide the means leverage service catalog and configuration information to model and evolve dated releases of services architecture and related configuration items, and automatically surface this information into intelligent drillable compliance reporting on Service Agreements based on the enterprise data available to our solutions. A variety service measures are reported at multiple levels, including availability, throughput etc.

The service level reporting drills from the compliance measures of each Service Agreement down through measures of compliance of each linked and related lower level operational components.

Effectively identifying underperforming lower level measures that underpin the overall services agreements, and reducing risk of future failure ahead of time.

Benefits

• Demonstrate the value of IT performance.
• Communicate between lines of business and IT organizations.
• Determine effectiveness and efficiency.
• New service modeling and baseline creation
• Fuel continuous quality improvement.
• Support ITIL processes and best practices.
• Time based versions of service agreement with associated service catalog components and service hierarchy

Features

• Service Level Contract Management
• Service Level Agreement and Objective Management
• Service Level Management Processing
• ITIL-compliant catalog of IT services
• Predefined contract templates for quicker entry of IT service contract information
• A flexible hierarchical structure of contracts, agreements and objectives that accommodates complex levels of service deliverables
• Automated capabilities