In Service Management, the key Service Level Management process defines service objectives agreed and organisational information required to guarantee that these objectives are achieved and maintained. Service Level Management allows you to measure and analyse services and their performance meeting the needs of business, users and customers.
HelpdeskAdvanced defines, establishes and measures the service levels through which services are managed. Based on Service Level Management, HelpdeskAdvanced guarantees the maintenance of measurable objectives for all services, which are the most important qualitative indicators for measuring service provision performance and guaranteeing user satisfaction. HelpdeskAdvanced activates processes that provide corrective measures to improve Service Level Management in cases where service performance levels, service quality and corporate users’ experience justify optimisation.