c360 ITSM

“Does your team struggle with understanding the appropriate service level agreements that apply for different customers and different incident scenarios?”

Service Level and Contract Management

Service Level Management encompasses the documentation, negotiation and reporting that facilitates improvement of service quality and customer perception. Different customers have different service level agreement needs. It follows that different tickets require different service level commitments. The entire team must be aware of the different service level agreements applicable to each ticket in order to meet contractual service commitments. The challenge is to find a solution flexible enough to implement a service level management process tailored to that variety.

c360 ITSM recognizes this need and provides the framework for a successful service level management solution. Each ticket is tied to a specific customer contract line, bringing with it the correct SLA and service calendaring information.

Service Level Agreement Management

Organizations need a simple, cost effective way to structure, manage and monitor relevant service information throughout the service lifecycle. An effective solution provides the ability to clearly and consistently document and enforce expectations internally and externally.

c360 ITSM provides the ability to:

Create standard templates for Contracts and Service Level agreements Manage. customer specific SLAs and Contracts associated that can easily be applied to tickets
Track compliance with SLAs in real-time.
View overall metrics via easy to use dashboards.
Configure automatic notifications when a ticket is out of compliance (see Notification).

Manage Services/Service Catalog

Mature IT organizations develop and maintain documentation on the services they offer. c360 ITSM facilitates the creation of a customizable service catalog that helps facilitate better communication between IT and their customers. This integrated solution provides the framework for the documentation of:

Service Name
Basic Service Description
Key Business Users
Importance of Service
Key Support areas
Planned Maintenance/Outage data
SLA (in place and where it is located)

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Service Level / Contract Mgmt:

Apply SLAs to Incidents (screenshot)

ITSM Functionality:

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