The ability to meet and manage SLAs is essential for operators offering managed services

As the speed of technological innovation continues to accelerate, more and more businesses are looking to outsource some, or all, of their IT functions to external managed services providers. The benefits are myriad: access to the latest technology, reduced capex, reduced staffing costs, scalability, flexibility, agility ... the list goes on. As a result, it is essential that operators who offer managed services to other businesses are able to show their customers that they can match and exceed the performance of their competitors.

One way to do that is by guaranteeing that you can consistently deliver against service level agreements (SLAs). A proven ability to meet SLAs can increase customer satisfaction, retention and recruitment, and minimise financial penalties incurred for breaking the SLA.

An SLA is a contract between an operator and a customer that defines the services and the performance levels that both parties expect, as well as outlining the penalties if the terms of the SLA are broken.

In telecoms terms, it might include network performance levels, system customisation and optimisation, alerts and reaction times, applying compliance requirements, as well as applying customer promotions and discounts on the fly as required by the customer.

ISPM’s NetVision Service Level Manager is a complete solution for real-time tracking, monitoring and enforcing service level agreements and contracts between customers, suppliers and partners: Service Level Agreements (SLAs), Operational Level Agreements (OLAs), Underpinning Contracts (UCSs).

As an eTOM and ITIL compliant service level management solution, it is fully integrated with related systems, such as service desks, workflow management, billing, and operational performance measurement.

It provides a rich set of reports and a comprehensive visual dashboard that enables penalties and incentives to be calculated for relevant terms and indicators, as well as complete resolution plans for process improvement.

Operators offering managed services must be certain that they can deliver against the SLA contract, and Netvision Service Level Manager can take the headache out of managing that task.

For more information, visit: www.ispm.com/oss-service-assurance-solutions/service-level-management-solutions

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