To be sustainable, IT organizations must provide quality services. These services should deliver
outcomes of sufficient value, as percieved by the customer.
One proven way to ensure that customers perceive sufficie value from the services you deliver is to
quantify what services are needed, how should they be delivered, and measured for quality.
SamanthaTM Service Level Management includes three components:
- Service Catalog
- Service Level Specifications
- Service Agreements (Documents)
How can you deliver quality if you don't keep track of what you offer? Use the Service Catalog to organize and list
the services you offer.
The Service Catalog groups configuration items into services. As an example, a service "Electronic Mail Services"
can include numerous items, like: Microsoft Exchange, an Internet circuit, anti-virus protection software, the firewall,
a spam filter, and a communications server. Use Samantha's Service Catalog to group all these items together into a service.
Services are then linked to the people that use and support the service. The feature produces new relationships, showing
all the changes or outages that have affected these people.
Service Level Specifications identify the availability targets for the service. Easily assign targets like 99.99% to each
service, where availability targets can be set differently for each client.
Service Level and Operating Level Agreements are documents that define how services are requested and delivered. These documents
are saved in the SamanthaTM repository and linked to their respective clients.
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