Nimsoft Service Desk provides you a clear, consistent interface between business and IT. It coordinates and accelerates incident response and proactive IT service management to increase end user satisfaction, reduce costs, and meet business objectives.
Service Level Management
Data Sheet: Nimsoft Service Desk (PDF)
Nimsoft Service Desk equips you with the capabilities you need to define, track, and meet service level objectives. With Nimsoft Service Desk, you can create service level agreements (SLA), underpinning contracts (UC), and operational level agreements (OLA).
Nimsoft Service Desk enables you to track SLA compliance in real time, using powerful dashboards and built in reports. With its capabilities for automatically assigning and escalating alerts, Nimsoft Service Desk enables you to proactively manage service management levels and boost SLA compliance.
Key Features
Service Level Agreements Help Measure Your Services
The Service Level Management module lets you:
- Define top level service level agreements
- Create and manage operational level agreements and underpinning contracts
- Report on service level adherence metrics
- Configure SLA rules by service, ticket attribute, or support group
- Receive custom alerts when there is a potential SLA breach
- Configure multiple levels of escalation with notification alerts and automatic re-assignment of tickets
- Add SLA exceptions, including by business hours, holidays, reduced service times, maintenance windows, and more
Benefits
Service Level Management is Key to Customer Satisfaction
With Service Level Management, your organization can gain a range of benefits to your service management:
- Achieve the highest level of customer satisfaction by tracking your team’s performance against agreed upon service levels
- Manage SLAs from end-to-end, including operating level agreements and underpinning contracts that you rely on to meet your business’ needs
- Proactively manage service level objectives, including tracking compliance using automatic escalation and assignment rules
Platform Features
Action Based Workflow
Drive your service management process with powerful workflow. More
APIs and SDKs
Tailor the solution to meet your unique business requirements. More
Approval workflow
Get the right approvals, right when you need them. More
Auto Routing
Automatically route requests to the appropriate resource. More
Automatic Discovery & Deployment
Keep informed of changes to your infrastructure. More
Calendars
Identify the best times to perform service. More
Communications Management
Submit requests and review their status right in your inbox. More
Comprehensive Search
Powerful search simplifies use. More
Configuration Management Database
Manage your configuration items within Service Desk. More
Flexible Pricing & Licensing
Works with your budget, and your business. More
Gateways and 3rd Party Integration
Integrate all of your IT monitoring & management tools with ease. More
ITIL Compatible
Best-practices. Built-in.More
Multilingual Support
Deliver services to customers in their language. More
Multi-Tenant
Scale your services efficiently and economically. More
On-Premise, or On-Demand
Flexibility to suit your business. More
Security
Keep private data private. More
Self Service Portal
Empower your users, accelerate service. More
Service Catalog
A one-stop shop for critical IT services. More
IT Service Level Management
Set, meet and exceed your SLAs. More
Single Sign-on
Use a single identity to manage your Modern IT. More
Surveys
Survey your customers to determine their satisfaction level. More
Task Management
Use work orders to delegate specialized or repeatable activities. More
SaaS and On-Premises Deployment Options
- Complete Service Desk and Monitoring functionality
- No upfront management hardware costs; Accelerated ROI
- Reduced training and management overhead
- SLA based availability
- Access to Nimsoft operational expertise
- Control and customize the Nimsoft management server; Easily resell
- Control the physical location of data for policy, security or compliance reasons
- Support remote sites with poor Internet performance
Can't find what you are looking for? Contact sales@nimsoft.com for a more complete list of supported technologies or click to chat with one of our representatives now.
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