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SLA Management

Service Level Agreement (SLA) Management

Business applications totally depend on the quality of IT services and most of the enterprises rely on third-party vendors to host all or parts of their applications. Hence, deprivation in IT Service delivery may lead to increase in costs and cause severe damage to the business. As the importance of Service Level Agreement (SLA) management continues to increase, so do the challenges around ensuring Quality of Service (QoS) levels. As a result of this complexity, fueled by the ever changing landscape of application delivery models, the vantage point of the End User is quickly becoming the primary.

IT service level agreements (SLAs) form a vivacious part of business service management (BSM). They are key constituents of successful internal and external vendor relationships. Hence, when SLAs are not being met, both IT and the business owners need to be quickly alerted to the problem. If you are very sure your SLAs are promptly being met, then your team will have the diagnostic detail required to speedily determine the root cause of the problem and restore compliance, before that problem shakes your brand and customer experience.

Comprehensive SLA Management with ManageEngine IT360

SLAs are confined to IT360 - MSP Edition (Central Server Only). Defining SLA is even more critical in the case of outsourcing IT. This places tremendous pressure on your Support Reps to ensure that the required IT service levels are being met. Also it is imperative that for Enterprises, you need to measure availability, performance and quality of service (QoS) compliance.

With ManageEngine IT360s` advanced analytical capabilities, enterprises enjoy the benefits of recognizing performance issues long before end users do, and determining the extent and impact of the problem. This intensely reduces the duration of business disruptions and the resulting costs of resolving these service level issues.

To be more specific, IT360s` SLA capability addresses the need for managing SLA compliance, by validating performance and availability of all transactions for all end users, attesting if contractual commitments have been met, and detecting outliers. In IT360, SLAs are created and managed based on the availability of the managed devices. We strongly believe that the SLAs ensure high standards of IT service.

The IT360 SLA Wizard

With regard to SLAs, IT360 provides unique flexibility to run reports using performance data in whatever manner is necessary to document performance against SLA metrics. It also provides a monthly analysis and capture historical data for trend reporting, which enables IT to proactively predict potential issues and address them before they become a problem.

The below figure depicts the full view of the SLA wizard. Here you can view the following and also generate reports.

  • Availability Tab:

    This shows the pie chart representation of Business Applications with least Availability on that day and SLA Statistics, such as SLA Name, Meets SLA, Total Downtime, Availability%, etc.

  • Event Volume Tab:

    This shows the Event Volume of the Business Applications for that day.

  • Settings Tab:

    Here you can edit the SLAs.

Immediate benefits to implementing SLM processes include

Listed below are a few key SLA management benefits of IT360:

Relationship Map

  • Ability to retain SLA data scores historically, for rapid reporting on SLA trends and key measurements that may impact current or future performance.
  • Real-time analysis and flexibility in reporting, thus helping IT organizations prepare for planned outages, proactively manage and remediate issues to protect from blackouts, and automatically identify duplicate outages or overlaps to avoid double penalties.
  • Provision of more accurate service quality expectations and effectively measuring, monitoring and reporting service quality.
  • Clear definition of roles and responsibilities.
  • Providing the necessary flexibility for business to react quickly to market conditions.
  • Creating more accurate infrastructure sizing based on clearly defining service levels
  • Avoiding or mitigating the costs of excess or insufficient capacity
  • Providing discipline in supporting internal or external sourcing of IT services.

Configuration Management Database (CMDB)

The CMDB is the single repository of configuration information for the enterprise. In addition to configuration information, the database contains information regarding the relationships and dependencies among infrastructure components. It works closely with the Change Management processes, because risk assessments must take into consideration any relationships and dependencies that may be affected by requested changes to production operations.

It provides a public Knowledge base of known errors and solutions that help employees search and resolve minor incidents themselves without contacting the Help Desk. It provides private knowledge base for the Support staff to get detailed reports about all assets with problem history, work-around and temporary fixes.

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