CA Nimsoft Service Desk

CA Nimsoft Service Desk > Service Level Management

Data Sheet: CA Nimsoft Service Desk (PDF)

CA Nimsoft Service Desk equips you with the capabilities you need to define, track, and meet service level objectives. With CA Nimsoft Service Desk, you can create service level agreements (SLA), underpinning contracts (UC), and operational level agreements (OLA).

CA 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, CA Nimsoft Service Desk enables you to proactively manage service management levels and boost SLA compliance.

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

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