Service Level Management

Vivantio Service Desk has a comprehensive and flexible SLA Management system.

The system copes easily with different time zones and can reflect different working hours for different teams.

If necessary you can use the advanced SLA management features to define specific SLAs per client/user organisation.

SLAs are integrated throughout the system and are easily measured against incidents, changes and more. Real-time information continually updates to indicate exactly how much time remains before a defined performance target is breached. Escalation rules give you the confidence to manage even the busiest service desks. The system will alert you to any potential breach, and automatically re-assign incidents as necessary.

Excellent reporting capabilities provide both detailed statistics and professional summary reports for management or clients. Build reports to accurately show performance against even the most complex SLA contracts. Reports can be integrated with your intranet or web site giving your customers direct access to information.

Features and Benefits

• Easily measure SLAs against incidents, changes and more
• Manage simple and complex SLA contracts as necessary
• Monitor SLA targets in real time
• Use automated escalation to avoid SLA breaches
• Accurately report on SLA performance