POB Service Level Management
Product Description
POB Service Level Management includes
Service Level Agreements, which define all
the conditions and responsibilities between
a service provider and the customer. The
Service Catalogue defines all the available
services. Contracts between external and
internal service suppliers are supported to
ensure that underpinning contracts support
the SLA targets. The system can be used as a
basis for charging, to secure your return on
investment.
Benefits to the User
POB Service Level Management helps support
staff meet the required service thresholds,
thereby improving customer relationships and
service quality. Expectations and timeframes
are clearly defined so that all operators of
the system will have the same definition of
priorities and escalation processes.
Furthermore, it is crystal clear when an
external support provider should provide the
service, for example.
Benefits to your Organization
POB Service Level Management is an
invaluable tool that will greatly assist in
improving your service culture. Improvements
in service quality, and the reduction in
service disruption can ultimately lead to
significant financial savings; less time and
effort is spent by IT staff in resolving
fewer failures. IT customers are also able
to perform their business functions without
any adverse impact.
Service Level Management for Competitive
Advantage
A
company’s major goal is to maintain and
improve IT service quality in order to
achieve a better relationship between
customer needs, performance, resources, and
cost justification. Quality services can be
charged directly and the customer can
appraise the return on investment.
