ITSM SLA
Track Service Levels for end-users, assets or departments, and set base targets against priorities for the hours you work. Keep on top with alerts to your inbox when your commitments are in danger of being breached.
1. What Does It Do?
- Set Service Level Agreement targets based on defined priorities
- Automatically alert for when your SLAs are in danger of being breached
- Create a hierarchy of SLAs for preferred customers and VIPs
- Reporting and analysis of performance achievement against Service Level targets
- Generate reminders of impending SLA target failures and automate incident escalations
2. Key User Benefits
- Reduced number of breached SLAs
- Increased customer satisfaction
- Complete control over performance commitments
3. More Info
Keeping control of your Service Level Agreements (SLAs) is a critical element of successfully delivering against your Key Performance Indicators (KPIs) and ensuring continued customer satisfaction. Sunrise IT Service Management automatically calculates your response and resolution targets based on the impact, urgency and overall priority that has been set. Service level tracking also includes those external parties, such as suppliers, that are involved in the resolution of your Incidents and Problems. Your Service Level Agreements even take into account the hours you support and the days you have off, such as weekends and public holidays, or you can just “stop the clock” manually by putting Incidents on hold, while you’re waiting for a response from the customer.
Sunrise IT Service Management details your performance statistics per day, week, month, across the years, or broken down by groups or individual support agents. With your customers demanding a high quality service you’ll have all the statistics you need to back you up.
Let Sunrise IT Service Management take the stress out of tracking your performance.
What Our Customers Say
"Sunrise has been transformational in how we are now working and the data that we are able to capture and use."
"We saw that Sunrise’s employees are really enthusiastic about the company and hugely experienced. That made our decision very straightforward - Sunrise is just the right partner for us. Adopting the SaaS model means we don’t have to worry about release cycles or server management either, as it’s all managed by Sunrise."
"Thanks to Sunrise ITSM SaaS we are now aligned to ITIL and can push this approach through the entire business. Not only have we improved how we handle our workload, but we can demonstrate our success through more detailed, business-focused reporting."
"Sunrise really is configurable, flexible and cost-effective, giving us the ability to make continuous improvements so support is as seamless for users as possible."
"As with the entire NHS, we have a focus on efficiency, and Sunrise enables us to automate many of our processes, giving staff time to handle more complex, more challenging jobs where they can really add value."
"We have the ability to customise the platform for different areas of the university and have removed the need for a multitude of platforms from multiple providers."
"It’s all there at your fingertips with Sunrise. When we showed Sunrise ITSM to the rest of the team, it was a case of ‘when can we have it?'"
"Flexibility, scalability, customisation and speed of implementation were paramount to us. Sunrise ITSM enabled us to improve and alter the way in which we logged and managed queries through to resolution, with a clean and simple user interface that staff could quickly and easily get to grips with."
"Sunrise has the right combination of cost, a user-friendly interface and functionality, alongside the web-based, cross platform accessibility, which enables the teams to login to the platform via mobile devices such as tablets and smartphones. This combination sets Sunrise ITSM apart from the competitive offerings that we reviewed."
