Service Level Management
FEATURES of SERVICE LEVEL MANAGEMENT
Centralized SLA management
Document SLAs, working level deals, and underpinning agreement definitions in one place.
Visual Service Timeline
Proactively address at‑risk SLAs and comprehend differences. Standpoint task progress plus associated SLAs.
Configure SLA flows employing a drag-and-drop interface. Develop consistency and decrease SLA violations.
SERVICE LEVEL MANAGEMENT WITH
Identifying business requirements & translating business requirements into IT requirements
Performing gap analysis between business requirements and available services
Drafting, negotiating and refining SLAs with the business units, ensuring business requirements are met and agreement from all parties involved
Establishing the scope of services, timeliness, hours of operation, recovery aspects, and service performance
Developing and maintaining a service catalog, including costs for different tiers of service performance
Determining the costs related to services such that service goals satisfy business needs at a price the business can afford
OUR INDUSTRY SOLUTION
AHT TECH drives thousands of organizations, across every industry, toward more innovative strategies, products, and services.
Healthcare & Life Sciences
BENEFITS OF SERVICE LEVEL MANAGEMENT BY AHT TECH
At AHT Tech, we provide SLAs that put our clients and their customers’ experience first. This means always providing professional support to our client’s businesses so that they, in turn, can provide a fast, protected, and uninterrupted customer experience.
Gathering historical and real-time data on service performance
Determining current levels of service to use as a starting point in SLA negotiations
Providing the performance data required to make informed decisions regarding SLAs
Allowing you to experiment with multiple scenarios to determine resources needed to meet business unit goals
Determining whether SLAs are sustainable on current hardware or if upgrades are required
Tracking and reporting service performance against SLAs on an ongoing basis
Proactively alerting IT of impending bottlenecks so they can be resolved before impacting service performance
OUR SUCCESSFUL CLIENTS
Activate new commerce pathways to enhance today’s client experience and create tomorrow’s competitive advantage
SCHEDULE A MEETING WITH OUR EXPERTS
We’re here to help you innovate with success. Our experts will conduct an in-depth analysis of your business model and industry to advise on implementing the most optimal technology solutions.
FREQUENTLY ASKED QUESTIONS
The Service Level Management process in AHT Tech contains all essential steps to build and support Service offerings, including the control of the following items:
- Service Level Agreements between business and IT
- Operational Level Agreements between IT and IT
- Underpinning contracts between IT and external providers
- Service Level Reporting, including measurement of the service performance
- Production of service reports
- Conduction of service reviews with identification of improvement opportunities documented in the SIP or SQP
- The assessment of customer satisfaction by logging complaints and compliments
Service level management involves three phases: planning, monitoring, and improving. In the preparation phase, organizations determine the essential services to customers and set objectives for service quality.
As a reliable worldwide digital partner, we has recently received two ISO certifications from QUACERT, namely ISO 9001:2015 for our quality management system and ISO 27001:2013 for our information security management system, in March 2023.
These certifications attest to AHT Tech's dedication to safeguarding information and consistently providing exceptional results to its clients and employees.