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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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Definition continues below.
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Service Level Management IT Downloads
(View All Report Types)
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3 Matches
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Active Administrator™, Version 5.6.1
sponsored by ScriptLogic Corporation
TRIAL SOFTWARE:
Active Administrator™ is a comprehensive and proactive Active Directory management solution. Active Administrator provides four powerful integrated AD management features within one console, including centralized event auditing and reporting, back-up and recovery, Group Policy offline editing and rollback, and simplified delegation of AD rights.
Posted: 01 Jan 2011 | Premiered: 01 Jan 2011
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Serena Service Management: Free Trial
sponsored by SERENA Software, Inc.
TRIAL SOFTWARE:
Serena Service Manager is an processed-based ITSM solution that keeps people and processes perfectly in sync. View now to try Pink Elephant's ITIL innovation of the year.
Posted: 05 Apr 2012 | Premiered: 05 Apr 2012
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Trial Download: Micro Focus SilkPerformer
sponsored by Micro Focus
TRIAL SOFTWARE:
Micro Focus SilkPerformer® is a cost-effective, performance testing solution for optimizing the performance of business applications. It facilitates performance tests that accurately simulate peak demand loads and isolate performance bottlenecks. Take advantage of this risk-free trial and experience the significant advantages it offers.
Posted: 23 Apr 2012 | Premiered: 23 Apr 2012
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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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