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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 Multimedia
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Lesson #2: Cloud application performance management (Podcast)
sponsored by Hewlett-Packard Company
VIRTUAL SEMINAR:
The cloud is changing the way that organizations must approach application performance management. Listen to this podcast to learn best practices for cloud application performance management.
Posted: 04 May 2012 | Premiered: 04 May 2012
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Build the Intelligent, Integrated Enterprise
sponsored by Red Hat
WEBCAST:
Watch this webcast to learn how to keep up with the ever-changing consumer demands for new and improved products and services. Discover technologies that can help you build an agile, responsive IT infrastructure so you're able to scale to changing needs and make more strategic business decisions.
Posted: 20 Apr 2012 | Premiered: 20 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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