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Service Level 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  … 
Definition continues below.
Service Level ManagementReports
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Delivering on the Service Level Brand Promise to Customers Every Time - 9 Ways to Get There
sponsored by eGain Communications Corp.
WHITE PAPER: Outstanding customer service has become an imperative for superior performance, especially when poor service can damage brand equity. This paper provides strategies and tactics that companies can use to consistently deliver their customer service promise.
Posted: 04 Jan 2007 | Published: 01 Jan 2007

eGain Communications Corp.

Pfizer Gets Smart about Infrastructure
sponsored by Cassatt Corporation
CASE STUDY: Read how Cassatt's IT automation platform enabled Pfizer to create an on-demand infrastructure of existing hardware that provisions resources to applications in need. As a result, Pfizer estimates over $5 million in savings over the n...
Posted: 16 Oct 2006 | Published: 01 Oct 2006

Cassatt Corporation

Getting Started with ITIL's CMDB: Best-Practice Tips for Enterprise IT Professionals
sponsored by Enterprise Management Associates (EMA)
WHITE PAPER: Gain insight into ITIL's CMDB, the drivers for adoption, potential pitfalls on the road to CMDB success, and best-practices guidance to organizations undertaking a CMDB initiative.
Posted: 09 Oct 2006 | Published: 01 Feb 2007

Enterprise Management Associates (EMA)

Wait-Time Analysis Method: New Best Practice for Oracle Performance Management
sponsored by Confio Software
WHITE PAPER: Wait-time analysis is a new approach to application and database performance improvement that allows users to make tuning decisions based on optimal service impact. Learn how to leverage wait-time analysis to improve Oracle application performance.
Posted: 05 Oct 2006 | Published: 01 Sep 2006

Confio Software

IDC: Gaining Business Value through IT Services Management
sponsored by Hewlett-Packard Company
WHITE PAPER: IT organizations are continuously working to improve IT operations and to better align IT with business needs. Read about three HP customers that are implementing solutions that improve IT compliance, increase ROI and support higher availability.
Posted: 03 Oct 2006 | Published: 01 Feb 2006

Hewlett-Packard Company

Effective Change Management through Application Performance Monitoring
sponsored by Fluke Networks
WHITE PAPER: As the business responds to the competitive environment, IT operations must reflect the larger organization's goals and strategies and ensure networks and applications are keeping pace.
Posted: 21 Aug 2006 | Published: 01 Jan 2005

Fluke Networks

Optimizing ITIL Best Practices with Mercury BTO
sponsored by Mercury
WHITE PAPER: Learn how to optimize Information Technology Infrastructure Library using best practices which will enable users to tailor ITIL processes to meet business requirements.
Posted: 20 Dec 2005 | Published: 01 Dec 2005

Mercury

ITIL Best Practices: Maximizing the Business Value of IT
sponsored by Mercury
WHITE PAPER: Find out how Mercury helps organizations maximize the business value of IT with ITIL best practices in change management, service-level management and across the application lifecycle.
Posted: 10 May 2005 | Published: 01 May 2005

Mercury

Growing Market Share in a Highly Competitive Financial Services Industry
sponsored by Keynote Systems
WHITE PAPER: Financial services organizations strive to retain existing customers and attract new ones, many are introducing new, enhanced services over the Web. Ensure you are providing the best possible experience by focusing your SLM processes on the end user.
Posted: 23 Jan 2005 | Published: 01 Jan 2004

Keynote Systems
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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 … 
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