The FrontRange ITSM Service Level Management module enables you to manage service agreements throughout their lifecycle of agreement initiation, monitoring, taking action should service fall short of compliance, and reporting on performance. You can define and manage service catalogs, service level agreements, operational level agreements, and underlying contracts.

Service responsibility alerts can be set as precisely as the single individual level. The industry-unique auto-escalation and remediation process leverages support staff and reduces costs. Real-time monitoring and auto-escalation cost-effectively avoid noncompliance situations and speed resolution. Service Level Management also improves customer service satisfaction as you more accurately define your service level agreements and create realistic customer expectations.

Part of FrontRange ITSM's Next Generation of service technology, Service Level Management's automated processes and real-time visibility into your service delivery enable you to continuously refine your service delivery and agreements, transforming your organization from reactive to proactive SLA management.

Service Level Management aligns with ITIL best practices, supporting and helping you implement your business strategy. The Service Level Management module also supports your regulatory compliance efforts.

Your organization can expand the power of FrontRange ITSM Service Level Management by easily integrating it with any other FrontRange modules or third-party applications.

FrontRange HEAT Users: Change Management can extend the value of HEAT by integrating ITIL best practices into your processes and extending the capabilities of your service desk.

Look Deeper Inside
		Benefits Lower SLA compliance costs, while increasing service quality Increase customer service satisfaction More accurately define and deliver on customer expectations Enhance communication between IT and third-party service providers Features Auto-escalation — Address pressing issues based on service targets, with automatic routing to appropriate individuals Service definitions — Truly customize your service delivery expectations-even down a single executive-to provide more responsive service to key individuals or groups Review date notification — Never miss a service level review date Document service level management — Create and easily manage service catalogs, service level agreements, operational level agreements, and underlying contracts Logical grouping — Link terms and keep up with relationships among customers, services and incidents Real-time monitoring and reporting — proactively address SLA compliance issues before they fully develop Web access — Reduce costs and speed resolution with smart client and Web client compatibility Recommended System Requirements Application Server CPU: Pentium Dual-Core 1.8GHz+ Operating System: Windows 2003 R2 SP1 Server RAM: 4 GB Hard Disk: 300 MB HDD Microsoft .NET Framework, version 1.1 Additional Server Recommendations for Inventory Module 10 GB of additional hard disk space 5 GB of swap space Web Server CPU: Pentium Dual-Core 1.8GHz+ Operating System: Windows 2003 Server RAM: 4 GB Microsoft Internet Information Services (IIS) server 6.0 Microsoft IE 6.0 Database Server CPU: Pentium Dual CPU or Dual-Core 1.8GHz+ Operating System: Windows 2003 R2 SP1 Server RAM: 5 GB MS SQL 2000 SP3 MS SQL 2005 Oracle 9i, Release 2, driver 9.2.0.5 (with ODBC driver 9.2.0.5.4, Client 9.2.0.1.0, Oracle Provider for OLE DB 9.2.0.2.0, and Oracle Data Provider for .NET 9.2.0.4.01) Additional Database Recommendations for Inventory Module 200 GB of free hard disk space 10 GB of swap space Inventory Database Sizing Guideline 500KB per scanned asset Client Requirements CPU: Pentium IV or equivalent Operating System: Microsoft Windows XP SP2, Windows 2000 RAM: 1 GB 100 MB of free hard disk space Microsoft .NET Framework, version 1.1 Microsoft Internet Explorer 6.0 SP1 Crystal Reports CR 9.2.33, CR 10.0.33, CR 11.0.33