Designed by the co-authors of ITIL and ISO/IEC 20000, MSM
encompasses full support for these standards and best practice
frameworks, MSM will meet an organisation's current and future
needs, IT Service Management maturity and budget.
MSM provides you with everything you need for a totally
integrated ITSM, service desk or helpdesk software solution that
can be used by your whole organisation.
Service Level Management
MSM offers the most powerful Service Level Agreement (SLA) and
Operational Level Agreement (OLA) Management in the industry.
Service Level Management is crucial for introducing and
implementing reasonable expectations between you and the customers
you support. It establishes a two way accountability for service,
which is negotiated and mutually agreed upon; helping you to meet
customer expectations.
Good Service Level Management is essential for building your
service organisation's credibility. It is a measure of how serious
you are about providing support. Service Level Management is the
basis for evaluation and improving service levels on an ongoing
basis.
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 breach
- Baseline existing services