Remedy Help Desk 4.0 offers an updated user interface, and the simultaneous release of Remedy Service Level Agreements 4.0 allows users to see when they're about to breach service level agreements (SLA) and take action accordingly, claims Remedy.
Voyager Networks has launched a managed service designed to provide IT departments with the ability to keep track of service-level agreements (SLAs). The company claims its NetRemote Pro package eradicates the need for network managers to manually...
Nonetheless, these tools must be used with discretion and it is essential that some basic questions be asked before SLA monitoring takes place. SLA checks and balances* Some of the companies that can supply SLA monitoring tools include CA and HP...
Are you OK with your SLA? Service level agreements (SLAs) referring to business goals rather than arbitrary technical metrics should be specified - but they should be enforced more by incentives and bonuses than penalties.
After all, can there be any place less inviting to get out your expensive laptop and browse the internet than sitting on a hard plastic chair in a brightly lit room uncomfortably close to a Formica table loaded with the greasy remnants of meat...
Other effects of SLA failure cited by respondents include a negative effect on external customer satisfaction and a slowing of production. The research showed 41 per cent of nearly 400 respondents only have a basic insight into service levels...
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