Service Level Management

Secure timely service delivery and increase customer satisfaction. Create SLAs and automate Service Level Management to ensure all SLA metrics are met.

Why Service Level Management and Service Level Agreements are important?

When you deliver IT services or products, Service Level Agreements make things clear. Customers understand what exactly they get and how quickly you will resolve issues if something goes wrong. You know what standards are expected and how to serve your customers better.
Create Service Level Agreements (SLAs) and stick to agreed terms with automated Service Level Management (SLM) processes.

Person at desk next to Service Level Agreement

Set clear expectations and leave no room for guesswork

Define what to expect from IT services and products you deliver. Service Level Agreements set clear timeframes for responding to incoming requests and resolving open issues, based on their importance and other criteria. For example, your Service Support team would guarantee to respond to standard requests within eight hours and resolve them within sixteen, while emergency tickets would be processed four times quicker. No matter which SLA structure your organization prefers—out-of-the-box or tailored, such as customer-based or service-based SLAs—our software is flexible enough to help you maintain any or even all of them.

Serve different groups by maintaining multiple service levels

Different cases require different service levels. Whether you deliver IT services to internal employees or external customers, some high-priority groups require their requests to be done as soon as possible. (More about Request Management Software) Define the optimum deadlines for different service levels and set flexible rules for ticket priority calculation to ensure timely resolution of any possible issues.

Focus on service delivery

Trust the Alloy automation engine to take care of every incoming request. Depending on the terms of service stipulated for the ticket requester and the degree of ticket importance, it would automatically calculate the ticket’s priority, response date, and due date. While your IT pros can focus on real work, the automation engine will do all the busywork for them: notify the right people when due dates are approaching, alarm and escalate SLA breaches if they occur, and invite customers to share their feedback and experience with the service received.

Gain visibility into your service delivery

Keep track of your performance against SLAs and improve customer satisfaction using SLA compliance reports and smart dashboards that showcases key SLA metrics. Identify metrics that truthfully reflect the customer’ actual experience and satisfaction level with the whole service delivered and avoid the “the watermelon effect” on your dashboard charts, when the SLA looks successful (green) on the outside, but is a failure (red) inside.

The flexibility is endless, this product is capable of doing anything you design. It can output to batch files, automate tasks and digitize forms. The only limitation is your imagination.

Mike Gates Infrastructure Manager, Ibstock PLC

Customer service is an art form of sorts, and Alloy knows the meaning of that. Alloy Software goes above and beyond in support of their product.

Alex OliviaVice President Makita, USA

It’s been instrumental in the growth and support of our clients. Ease of use, customization and fantastic support – no matter the request – make Alloy invaluable