Service Level Management

Service level management is the process of ensuring the quality and availability of enterprise services according to service level agreements (SLA).

According to the ITIL framework, service-level management provides for continual identification, monitoring and review of the levels of IT services. Service-level management ensures that arrangements are in place with internal support-providers and external suppliers. The process involves assessing the impact of change on service quality and SLAs. One of the essential aspects of successful service level management are flexible and easy-to-read reports and automated escalation procedures ensuring continuous service improvements as well quick corrective measures.

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Key Functionalities

  • Recording of service level agreements for configuration management database assets, service requests, incidents and problems
  • Monitoring of service levels
  • Escalations in case of service level breeches
  • Extensive reporting and statistic of service levels