SLM

The SLM (Service Level Management) is a valuable function for maintaining the SLA (Service Level Agreement) to your customers. This is where you define what those agreements are and when they should be applied.

There are three steps to implement good SLM:

Hours of operation

This is where you define when your service desk is open for business, a.k.a when the SLM clock should tick.

Service Target Types

Here, you can specify the different types of SLA’s you have.

Service Targets

This is the actual SLA rules for when to apply the Service Targets and who to warn when they are not met.