GetResults

Service Level Management

The Vigilant Difference: Sell what you can deliver

A Customer's perception of IT is based upon the responsiveness and availability of the services that they utilize to run their business. Customer satisfaction, on the other hand, is based upon the expectation set by IT to provide these services. The challenge to IT organizations is determining what their capabilities are to deliver at certain levels of service across disparate systems. Vigilant brings a solution to this challenge with their Master Service Level Agreement methodology.

The Vigilant MasterSLA™ starts with a capability model of the base level of service that IT can provide. Then, Service Level Requirements are created by mapping the business requirements to the capability model. This approach establishes a framework for SLA's per service that are supportable and related to the offerings which IT can deliver. Empowered with this information, the Service Level Management team can go to the negotiation table with clear direction, cost impact, and risks, which enable effective, accurate negotiations.

A Vigilant organization is aware of the risks. Service Level Management solutions from Vigilant help you GetControl of the greatest risk to any business - unhappy customers.

• Vigilant Enterprise Solutions, Inc.
• 4311 W. Waters Ave., Suite 203
• Tampa, FL 33614
• P: 888-321-ITIL
• F: 881-471-ITIL
• E:

• Vigilant Enterprise Solutions, Inc.
• 160 Chapel Road Suite 202
• Manchester, CT 06042
• P: 888-321-ITIL
• F: 881-471-ITIL
• E: