Service Level Management
Service Level Management is focused on adhering to metrics that are agreed upon by the providers of service and its consumers.
Commonly used metrics include elapsed time and level of satisfaction. Elapsed time metrics are further refined by time in system, time in queue, time in service, etc.
ServicePRO’s business rules assist in active management of service quality by enabling:
- Workflow changes like priority escalation or skill-level escalation, and
- Notification of breaches (actual or impending), and workflow changes
Much like email processing rules, service request rules are composed of:
- Condition statements
- Workflow responses
- Notification responses
Supposing our Service Level Agreement calls for resolving critical issues within one hour. Since we prefer to be forewarned about impending breach, we might set up a rule to warn us 30 minutes before the actual break.
The following is an illustration such a rule. Since this rule operates on critical requests we set it to run very often – every minute.
For monitoring issues that are not as time sensitive, we prefer to run the rule less often.
To set the conditions we choose the appropriate metrics (fields) from the field-selection tree on the left, and apply the logical conditions in the design query pane.
Next, we specify the notification response when the condition is triggered. In this case, we’ll generate an email to the support rep who is assigned the request and advise them of the impending breach.
That’s it. No programming - no scripting.
ServicePRO’s request rule provide a large selections of fields and metrics to choose from in designing your business rules, and offer great flexibility in responding to specific conditions.
ServicePRO’s business rules give you power without programming.