3 Service level management tools

There are a number of key software tools that underpin an effective service level management process. These are subject to change as requirements and technology are updated and so specific systems are not described here. However the main types of tools that play a significant part in the process within [Organization Name] are as follows.

3.1 Service desk system

The service desk system provides key items of information regarding the availability of services and the degree of success in addressing incidents associated with them. The reporting module allows useful graphs to be presented regarding success against SLA targets and service trends.

3.2 Email and messaging

The email system may be key to communication between the service level manager and the customer. In addition to allowing discussion about levels of service, it also provides an easily automated method of keeping users informed of the status of the services they use. This may be supplemented by the use of other electronic communication methods, such as instant messaging and social media.

3.3 Intranet

The intranet provides a window for the user into the IT organization in general and service level management in particular. Reports on service performance against the SLA can easily be made available via the intranet.

3.4 Availability monitoring tools

Software tools which report on and record periods of service downtime are useful in establishing the reliability of services in an objective way.

3.5 Office productivity tools

Tools such as spreadsheets and word processors allow reports to be easily produced in a professional manner and analysis of service statistics to be performed and presented.