ITSM Service Level Agreements
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.
For more info watch the video demo of Sunrise Service Desk.
What Our Customers Say
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"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."
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"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."
"The relationship we have with Sunrise feels more like a partnership than a client / supplier dynamic. They have always responded to our feedback 100%, and gone out of their way to support us in our ISO/IEC 20000 undertaking."
"Thanks to Sunrise and ITIL we’re confident that we can deliver the service our customers require and better understand and respond to their changing needs, in a more digitally-driven world. "
"For us Sunrise were the clear choice. The system has a broad range of features and functions and it was the most cost effective answer to our needs."
"We’ve been using Sunrise for nearly three years, without any failures, giving us reassurance and allowing us to focus on supporting the work of the council, its staff and councillors. We particularly like the ease of use, and the intuitive interface that we’ve been able to customise to meet our needs in every area."
