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Service Catalog Management
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Module List:
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Service Catalog & SLA Management allows defining, measure and managing quality of IT & Business Service Request Services. Services can be designed to meet the customer expectations. SLA’s help to improve customer relationships, and improves customer satisfaction by developing a sound working relationship between IT and other business units.
SMART Suite SLA Management module allows documenting IT & Business Services that are designed to meet the Service Level Requirements (SLR's) at mutually agreed Service time targets.
SLA Management helps in enhancing stronger relationship between the service providers & customers, based upon common business goals & objectives.
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SMART Suite Actionable Service Catalog (ASC) supports the following requirements :
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- Central system (hub) for all service requests and orders of end users of the company.
- Easy to use, web-based user interface (“Amazon.com like”).
- Abstraction of different service and product bundles of several service provider (IT as well as non IT categories) in one central business service catalog.
- Workflow based approval processes.
- Status monitoring and dashboard.
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Service Catalog & SLA Management Key Features :
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- Define multiple support centers, business working hours & holidays.
- Activities are adjusted based on operating hours, accounting for nights, weekends, and holidays.
- Defines individual milestones; system initiates notification and escalation upon breach of SLA’s.
- Unavailability of a technician will automatically re-assign incidents, problems and service requests by sending an e-Mail / SMS alert to the alternate technician.
- Allows you to publish your own Service Catalog for (IT/HR/Administrative/Financial) Services.
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