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IT Management >
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ALSO CALLED:
SLM
DEFINITION: Service level describes, usually in measurable terms, the services a network service provider furnishes a customer within a given time period. When used as a call center metric, service level measures the percentage of incoming calls that an agent answers live in an established amount of time.For example, a service level of 90% can be achieved if 9 out of every 10 phone calls are answered before the
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Service Level Management IT Downloads
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Actuate Performancesoft Suite Product Tour
sponsored by Actuate
SOFTWARE DEMO:
An effective method of monitoring and managing metrics is critical to increasing the performance of any organization. Learn how to gain visibility into all areas of concern and leverage insight into operations that stakeholders demand to ensure success.
Posted: 17 May 2007 | Premiered: 17 May 2007
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WebEx Systems Management
sponsored by WebEx Communications, Inc.
PRODUCT DEMO:
WebEx System Management allows you to protect, manage and secure your IT assets--on the premises and beyond, 24/7--from a single, integrated dashboard. Reduce IT support costs, boost IT service levels and leave compliance worries behind.
Posted: 02 Mar 2007 | Premiered: 01 Mar 2007
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SERVICE LEVEL MANAGEMENT DEFINITION (continued): … established time limit.There are multiple approaches to determining service levels, each involving how call centers define abandoned calls. They may be treated, for instance, as:Missed opportunities (counted against the service level)Ignored (unavoidable and a part of doing business)Completed (where the caller would have been serviced properly without a premature abandonment of the call when the wait time is reasonably short).Learn more about service level agreements:Negotiating service-level agreements and billing with cloud providers.SaaS evaluation: Considerations for a SaaS service-level agreement … Service Level Management definition sponsored by WhatIs.com, powered by WhatIs.com an online computer dictionary
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