Service Level Management

To improve service levels and reduce costs, IT management needs to translate business service level requirements into actionable service level measurements. In so doing, management can measure performance, prioritize resources, and implement metrics to drive internal accountability across departments and suppliers. However, the “translation” process is not easy, and therefore, IT is often unable to communicate business priorities and commitments to staff, nor is it able to measure and track compliance against these priorities.

Where efforts are made to define and measure service levels, these typically exist at a technology-silo level, relying on domain-specific solutions that provide inconsistent operational-level reporting for components of a service. Compiling composite service level reports based on this siloed data is both time consuming and labor intensive, and leads to an incomplete and inaccurate depiction of how well the service was delivered. As a result, IT is unable to effectively respond when business customers demand to know the status of service levels for their particular business or business services.

BMC Service Level Management enables IT to manage the entire lifecycle of service level management processes for both IT operations and service support processes. It provides a single solution to help you establish, implement, manage, and review service levels for both the delivery and support of business services.

BMC Atrium Service Level Management:

• Manages service levels for both the delivery and support of business services
• Provides a fast, repeatable process for defining and capturing service level measurements using out-of-the-box templates and data collectors
• Delivers service level information directly to the service catalog to allow customers to request offerings based on service level
• Proactively delivers service level data to IT consoles, enabling staff to prioritize activities based on business relevance
• Provides real-time visualization of service level target and agreement compliance data
• Automatically calculates the monetary impact cost, as well as compliance penalties and rewards
• Performs compliance and cost trending to identify areas for process and operational improvements

With BMC Atrium Service Level Management you will:

• Increase business impact — Initially target priority areas and leverage incremental product capabilities over time to improve service level management maturity
• Increase transparency — Provide the business and IT with a shared view of service level requirements, current service levels delivered, and compliance against service targets
• Increase customer satisfaction — Enable IT staff to identify and act on incidents with highest business urgency and use trend data to proactively identify and track continuous service improvement plans
• Reduce IT costs — Eliminate time-consuming and labor-intensive data gathering, allocate staff and infrastructure resources more efficiently, and proactively manage priorities to avoid service penalties

Contact RightStar to request a personal demonstration