Service time target promises offered to customers within the scope of the SLA are recorded. SLA Policy Objects defined in the SLA module are the definitions of the conditions under which the time targets related to the services offered to the customers will work. These goals are the most important metrics for measuring the success of service quality.
With the integration of SLM, Incident and Request modules, targets for the services can be determined with the correct SLA policy definitions in order to increase the performance in all services.
Performance will be under your control with the application of parametric service level agreements, where you can easily manage the definitions of customer expectations regarding both events and requests.
Automating the prioritization load with the correct definition of expectations regarding accessibility and service delivery times becomes easier with the SLM module.
It is possible to increase the service quality with the service level management module that automates the prioritization work, which is one of the priority and challenging activities of event and request management processes.
Equipped with multi-layer service level agreement (Multi-Level SLA) definition capabilities, this module automates the need to accurately determine customer service time expectations and to present all activities with the right timing.
With easy SLA entries, correct ordering and timely intervention is provided for both incidents and requests.
SLAs defined in this section based on rules will be useful in determining which record will be handled primarily in events and requests.
The target date information required for a record to be resolved will be automatically written by the system in the "Due Date" section of the relevant record. In the meantime, while calculating by the system, working hours, holidays and working hours will be taken into consideration and the exact solution date and time target will be calculated according to these parameters.
