Benefits

• Increase customer satisfaction
• Lower overall costs
• More accurately define and deliver on expectations
• Enhance communication between IT and third-party service providers
• Extend the value of HEAT and support ITIL best practices

Features

• Auto-escalation - Ensure pressing issues are addressed based on service targets with automatic escalation to the appropriate individuals.
• Service definitions down to the individual level - 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 with automatic notification.
• Document management - Create and easily manage service catalogs, service level agreements, operational level agreements, and underpinning contracts.
• Logical grouping - Keep up with the relationships between customers, services and incidents by linking items.
• Monitoring and reporting - Proactively monitor service level agreements and compliance through real-time reporting.
• Anytime, anywhere access - Reduce costs and speed resolution with smart client and Web client compatibility.
• Extends the value of HEAT - Build out your service desk while increasing technicians’ productivity and improving customer support. HEAT customers wanting to integrate ITIL best practices into their processes can easily add Service Level Management to enhance their service desk solution.
• Modular architecture - Use Service Level Management on its own or expand its power by easily integrating it with any other FrontRange modules, as well as with third-party applications. All FrontRange solutions share a common reporting engine, business processing engine, data structure and integration platform.
• Support for industry best practices, regulatory requirements - Enhance your ability to meet internal IT controls, industry best practices and regulatory guidelines.