Having a filing cabinet full of Service Level Agreements is all well and good, but without the reporting tools to identify SLAs in need of review; or affected by a change in an underpinning contract; little value is added to the service management process.
Smart-SLA is a rule-based expert system, based on XpertRule® technology, that supports the design, development and maintenance of Service Level Agreements (SLAs) and the Service Catalog of which they form a part. It maintains a sophisticated database that cross-references OLAs; UCs and contract variations providing service managers with the essential information they need to manage services across the enterprise.
The system has in-built knowledge of ITIL® best practice and standard templates that will guide the service manager in the correct application of the ITIL® framework insofar as it relates to Service Level Agreements and the Service Catalog.
Smart-SLA is installed with a comprehensive lexicon that allows simple SLA’s to be produced “out of the box” and learns as it goes so that SLAs generated by Smart-SLA reflect customer specific parameters, service-hours and contract conditions.
Every change to an SLA is reflected in the in-built Service Catalog database ensuring that the service catalog is always in step with the SLA.
Installation & Set-Up
Smart-SLA can be installed within a desktop or server environment and uses standard Microsoft Office components.
OLAs and Underpinning Contracts
Smart-SLA encourages the documentation of underpinning contracts and OLA’s so that the impact of any changes to these can quickly be assessed.
Imports Existing Catalog
The installation service will ensure that any pre-existing service catalog and SLA information is collected, collated and imported into Smart-SLA. Expert Sysop consultants will work alongside customer staff to train them in the use of the system and, most importantly, to help them understand how the ITIL® best practice framework is applied within the workplace—turning ITIL® theory into practical implementation.
No ITIL® Qualifications Needed
Whilst an understanding of the ITIL® framework helps, it is far from necessary. The expert knowledge designed into Smart-SLA ensures that ITIL® consistent SLA’s are always produced. Qualified Sysop consultants are always on hand to advise on any points that require clarification or interpretation.
Rapid Return on Investment
The first SLAs can be produced within a week or two of a Smart-SLA installation. From then on, the generation and, importantly, maintenance and continued improvement of SLAs can continue apace.
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