autotask service level management

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Service Level Management With Autotask Lets You: DO YOU KNOW YOUR SERVICE RESPONSE TIMES? CAN YOU GUARANTEE THEM? SERVICE LEVEL MANAGEMENT Response time is the lifeblood of any company that bills for services delivered. The only way to effectively manage your service delivery is by setting goals and automatically tracking and reporting on service performance metrics. Establish Service Response Time Goals And Monitor Them In Real Time Autotask’s Service Level Management lets you easily establish discreet response goals by priority, issue type and sub-issue type; Set your goals for first response, resolution plan and time to complete; Sort all open tickets by the next service level event; Even establish workflow rules to automatically generate notices or escalate the ticket when service deadlines are at risk. IMPROVE SERVICE DELIVERY AND CLIENT SATISFACTION by setting and managing response time goals to better match and anticipate client demands and expectations. GUARANTEE SERVICE DELIVERY by defining SLA criteria based on reports of your own historical performance metrics by priority, issue and sub-issue types. MANAGE WITH SERVICE DELIVERY INTELLIGENCE by tracking and analyzing key performance indicators including response time, resolution plan time, and final resolution time. DIFFERENTIATE YOURSELF FROM THE COMPETITION and capture more business by demonstrating your ability to establish, monitor and report against service delivery goals and expanding your service desk offerings Contact Your Autotask Representative Today www.autotask.com | +1 518 720 3500 REQUEST A DEMO > DATA SHEET

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Page 1: Autotask Service Level Management

Service Level Management With Autotask Lets You:

DO YOU KNOW YOUR SERVICE RESPONSE TIMES? CAN YOU GUARANTEE THEM?

SERVICE LEVEL MANAGEMENT

Response time is the lifeblood of any company that bills for services delivered. The only way to effectively manage your service delivery is by setting goals and automatically tracking and reporting on service performance metrics.

Establish Service Response Time Goals And Monitor Them In Real TimeAutotask’s Service Level Management lets you easily establish discreet response goals by priority, issue type and sub-issue type; Set your goals for first response, resolution plan and time to complete; Sort all open tickets by the next service level event; Even establish workflow rules to automatically generate notices or escalate the ticket when service deadlines are at risk.

IMPROVE SERVICE DELIVERY AND CLIENT SATISFACTIONby setting and managing response time goals to better match and anticipate client demands and expectations.

GUARANTEE SERVICE DELIVERY by defining SLA criteria based on reports of your own historical performance metrics by priority, issue and sub-issue types.

MANAGE WITH SERVICE DELIVERY INTELLIGENCE by tracking and analyzing key performance indicators including response time, resolution plan time, and final resolution time.

DIFFERENTIATE YOURSELF FROM THE COMPETITION and capture more business by demonstrating your ability to establish, monitor and report against service delivery goals and expanding your service desk offerings

Contact Your Autotask Representative Today

www.autotask.com | +1 518 720 3500

REQUEST A DEMO>

DATA SHEET

Page 2: Autotask Service Level Management

A BULLET-PROOF WAY TO MANAGE, MONITOR & TRACK RESPONSE TIME.

Improve Workflow and Exceed Client Expectations

Service Level Management with Autotask leap-frogs anything currently offered in any hosted IT business management tool available on the market today. It is the only such tool that gives you complete and granular flexibility to improve your service delivery, and it automatically integrates SLA performance criteria and alerts within your regular workflow.

Set performance targets by priority, issue and sub-issue Autotask allows you to better manage your workflow and resources by setting response time targets based on priority, issue type and sub-issue type.

Customize service levels by business hours Autotask provides the ability to refine service levels by business hours, 24 hour and extended after-hours for individual clients.

Define workflow and escalation rules Autotask lets you set due dates and time requirements according to specific resolution targets, and workflow engine rules will escalate at-risk items and notify you automatically to ensure resolution targets are met.

Define key performance indicators Autotask lets you easily define and monitor both internal and client-specific KPIs including response time, resolution plan and final resolution.

Integrate service tickets seamlessly Autotask performance criteria not only follow your service tickets, Service Level Management information can be manually selected on each ticket and tracked through its audit trail.

Prioritize service targets in ticket search grids Autotask allows you to easily review and prioritize service tickets by Service Level Management rules and approaching deadlines.

Create custom LiveReports Autotask not only lets you report on Service Level Management compliance and service ticket performance, it allows you to create custom client reports to analyze key performance indicators and continually improve their business.

Corporate HeadquartersEast Greenbush, USAT + 1 518 720 3500www.autotask.com

International HeadquartersLondon, EnglandT +44 20 3006 3147

©2012 Autotask Corporation DS SLM LTR US 070212 All trademarks used are the property of their respective owners. All rights reserved.

GermanyFrankfurt am Main, GermanyT +49 162 2703 601

AsiaBeiing, ChinaT +86 010 8278 4881

AustraliaSydney, AustraliaT +61 2 8103 4001

DATA SHEET