SAM SLA provides a simple and intuitive interface to
visually facilitate the definition and agreement on required
service levels.
It enables both the service provider and the client to
interactively participate in the definition of services, as
well as the target levels to be achieved. You can break this
objective down into all the sub-objectives that will enable
fulfilment of these agreements. Both parties will agree on how
these performance objectives will be measured, as well as on
the frequency of measurement. The priorities of service
objectives must also be agreed on.
Then SAM SLA allows you to define who will be responsible
for each performance target that is required to deliver on the
agreement.
SAM SLA displays the total service level hierarchy that
needs to be managed, as well as the aspects of the service
that are most important to the Client. It therefore acts as a
dynamic SLA between Service Provider and Client. Our
experienced facilitators will guide and train you to run this
process successfully.
SAM SLA can interface seamlessly to legacy systems to
capture measures on the performance against service level
targets. The service level map is displayed as a colourful
digital dashboard, showing real-time performance measurements
on each target. All parties involved have an interpreted,
accurate picture of service delivery as it happens! When you
identify a problem area on your management level (the colour
of this target turns yellow or red!) you can drill down to
identify the root cause of the problem. You will also know
immediately who is responsible, and are therefore able to take
the necessary action steps to manage the situation. The system
flags targets exceeded and can, therefore, facilitate your
incentive scheme.
During meetings, SAM SLA becomes the
dynamic, paperless reporting facility that displays the
history of performance over a specific period, provides early
warning on potential problem areas and helps you to identify
the root cause of a problem.
