Tracking Service Level Agreement (SLA) trends enables compliance with Service Level commitments to the business. Tracking measurement data provides the ability to perform root cause analysis. It is through root cause analysis that the reasons for missing SLAs are determined. Resolving the root cause of missed goals leads to improved performance and increased customer satisfaction.
- A mechanism for MEASURING SLA PERFORMANCE
- Assists with ROOT CAUSE ANALYSIS of missed goals
- Easily ALIGNS IT SERVICE GOALS with the business
- Provides a SIMPLIFIED STRUCTURE for expressing customer’s service goals