An Integrated Service Desk

Service Level Management

Service Level Management supports and improves the quality of services through the creation and management of formalized IT service commitments. Levels of service are agreed upon by the provider (internal or external) and the receiver of the service.

Automating service agreements improves service by ensuring full integration of agreements with Incident and Problem logging in a common event-driven system.

VMware Service Manager provides:

  • A comprehensive Service Catalog listing all of the services currently being provided.
  • The application of Service Level Agreements (SLA’s), Operational Level Agreements (OLA’s) and Underpinning Contracts (UC’s) across the full range of ITIL service support and service delivery processes.
  • Service targets that can be customized to meet your unique business needs.
  • Integrated notification support for internal escalation and breach of service alarms.
  • Automated agreement identification when an Incident is logged or details are updated.
  • Real-time monitoring to track the progress of calls and requests against Service Level Agreements.

Key Business Benefits
  • Ability to track and report against service commitments
  • Budget and resource efficiencies
  • Continuous improvement of service levels
  • Increased customer satisfaction

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