MSM Service/Operational Level Management

MSM offers the most powerful SLA & OLA Management in the industry

Service Level Management is crucial for introducing and implementing reasonable expectations between you and the customers you support. They establish a two-way accountability for service, which is negotiated and mutually agreed upon. Helping you meet customer expectations.

Good Service Level Management is essential for building your service organisations' credibility. They are a measure of how serious you are about providing support. Service Level Management is the basis for evaluation and improving service levels on an on-going basis.

Operational Level Management (OLA) allows you to provide, monitor and report on back-to-back agreements with second line support teams and third parties. Sometimes known as underpinning contractual obligations.

You cannot aim to deliver a proactive service unless you first understand the service you deliver.

Our clients use MSM to:

• Measure adherence to agreed customer service levels
• Monitor and report on performance of 3rd party suppliers
• Report on reasons for service breaches
• Re-negotiate maintenance contracts
• Match target achievement against customer satisfaction levels
• Be notified of SLAs about to be breached
• Baseline existing services