Service Level Agreements for Customer Service and Support

BMC® Remedy® Service Level Agreements for Customer Service and Support, you can manage the entire range of service delivery processes - from defining internal or external service agreements and monitoring compliance, to collecting and analyzing performance data, addressing problem areas, and continually refining the services offered.

How can BMC Remedy Service Level Agreements for Customer Service help?

• Manages the entire range of service delivery processes, from defining internal or external service agreements and monitoring compliance, to collecting and analyzing performance data, addressing problem areas, and continually refining the services offered
• Enables real-time, proactive service level agreement (SLA) management to ensure that you meet or exceed customer expectations
• Tracks and measures SLA commitments over time for both single incidents and aggregated commitments over any selected time period
• Specifies proactive thresholds and actions to ensure commitments are met and adjustments made before customer satisfaction is impacted
• Communicates SLA progress and performance through performance monitoring and predefined flashboards to alert managers that commitments may be missed
• Integrates with other BMC Remedy Customer Service and Support applications to speed deployments and improve effectiveness of combined applications

Related Links

• IT Service Management
• ITIL
• Integration