Service Level Management (SLM)

ip-label provides application performance monitoring solutions that contribute to and facilitate Service Level Management (SLM). Our monitoring tools provide round-the-clock insights into the availability, response times and performance of your digital services from the user perspective. The notion of user experience is a fundamental component of SLM best practices.

 

Service Level Management & ITIL

The purpose of Service Level Management is to maintain and improve digital and application performance provided to users. SLM activities include drafting, agreeing, monitoring and reporting on service level agreements (SLA).  Managing Service Levels (SLM) involves procedures and tools which serve to manage application performance by identifying and resolving any performance problems. A number of applications or groups of users (clients, staff, partners) may experience simultaneous incidents. The service provider must prioritize according to how vital the application is and in accordance with the terms of the SLA.

The ITIL v3 book on continual service improvement recommends providing a vision of the user’s experience. This is essentially a question of identifying in real time any critical deterioration of performance. Such degradations aggravate the risk of impaired productivity, or even a lower turnover for business management. Measuring user experience is fundamental to good service management. It is necessary to the delivery and improvement of digital performance.

 

Service Level Management Monitoring

ip-label’s application performance management tools measure and monitor user experience. They enable quick and easy identification of application malfunctions, immediate notification of incidents, and resolution of problems before users are affected.

Thanks to our synthetic monitoring technologies, it is possible to carry out measurements by simulating actions that a user would perform. Our Robots allow you to proactively establish a baseline of the behavior of applications monitored 24/7 in order to satisfy ITIL service level management requirements:

  • Establish and negotiate Service Level Agreements. Our solutions provide a historical view of performance and service levels provided over time in order to establish a performance baseline that the IT department can successfully deliver. This baseline can then be used for negotiations between IT and business units.
  • Monitoring service levels and Service Level reports. Our solutions measure application performance for the user’s perspective over time. Consequently, the service level objectives cans be compared with appropriate reporting to track overall performance.

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