Service Level Management Overview

Service Level Management is how Xurrent turns a service commitment into concrete, time-bound targets on the requests people submit. A Service Level Agreement (SLA) links one Service Offering to a specific customer organization for a specific Service Instance. It is the Service Offering behind that SLA that supplies the response and resolution targets Xurrent measures every covered request against.

Why it matters

When a service desk works a request, the deadline it is racing, the Next target at value shown in the request header, is not typed in by hand. It is derived from the SLA that covers the person who raised the request, using the durations and support hours calendar defined on the Service Offering.

This is what makes service level reporting trustworthy. The same record chain that promises a level of service is the one that measures whether it was delivered, request by request.

Getting the chain right means every covered request is automatically timed against the correct commitment, breaches are visible before they happen, and the Service Level Manager can report on actual response and resolution performance without stitching data together by hand.

The record chain

Service, then Service Offering, then SLA, then the covered requests. The Service defines what is delivered. The Service Offering defines the terms, including response and resolution durations and the support hours calendar. The SLA binds an offering to a customer organization for a service instance. Requests raised by people covered by that SLA inherit its targets automatically.

Related

See Service Level Agreement for the SLA record fields.