In order to ensure IT service availability, continuity and quality adequate to the business requirements, IT services need to be defined and constantly monitored against the associated Service Level Agreements (SLA), Key Performance Indicators (KPI’s), Underpinning Contracts (UC) or Operation Level Agreements (OLA).
CMW SLA Management software components – the Service Catalog and the CMDB – enable the full SLA Management lifecycle starting with service definition and service level configuration using SLA templates – to service impact analysis and calculation of the potentially incurred penalties as a result of the system or network fallout.
CMW Self Service Portal provides customers and external system users with real-time views on their services – including service KPI’s such as service update and downtime, actual response time and other SLA Management information.
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