service level management The power of e-business and distributed computing has increased the focus of IT from a tactical organization to a strategic advantage. With the influence that IT has on the delivery of business services, it is critical that the IT and business sides of the company be linked. IT and business need to agree to the level of service that will be provided for a set of business services and IT needs the ability to be able to proactively manage against these service level agreements (SLAs) to meet the service level required by business according to their needs, priorities, and budget. This leads to satisfied customers, which are imperative to business success. To master this new responsibility, IT organizations must now focus on managing against service levels for business services from the end user's perspective.

Business Need
  • Measure application availability and response time from an end user perspective
  • Set service level agreements (SLAs) from a business perspective
  • Correlate and report on service compliance with key application health indicators
  • Alert IT when an out of compliance state exists
  • Notify the end user of compliance states for business services
Our Solution
Our Service Level Management Solution with BMC's SLM Express allows users to define service level agreements (SLAs) and then measure, manage, monitor, and report on SLA status to ensure proactive service level management. Users can define SLAs for traditional business services, as well as those comprised of transactions that span e-business and business-to-business applications. SLAs can be set on business services that are comprised of IT components that are managed by various infrastructure and transaction monitoring tools. The SLAs are reported upon from the end-user perspective and from the IT component perspective.

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