In order to be able to quickly resolve incidents and problems and thus ensure employee productivity, most IT assets (hardware and licenses) are purchased together with support contracts. However, it frequently happens that contractual services are not used, because the Service Desk staff has no easy or direct access to the relevant contracts and does not know which services are covered and how to make a service request. When support contracts are up for renewal, significant amounts are sometimes paid without adequate information on service claims made during the past period, and the quality of the service that had been provided so far. Or the contract renewal date is missed. There simply is a lack of transparency.
SLA Managment
SLA management is essential to ensure that the services, that have been contracted and paid for, are actually being called upon. SLA utilization reports ensure that you understand the price-performance ratio and that negotiating margins can be used.
The Matrix42 Service Desk allows you to record service level agreements with all their details and to link them to incidents, based on rules that take into account the ticket category, as well as the IT asset or the business process associated with the ticket. The Service Desk staff has immediate access to the correct contact details and sees at a glance which supportive services they can expect. Incidents are automatically prioritized, response times monitored, escalation levels set and the right people informed.
Integration with the free Matrix42 Contract Manager
The Matrix42 Contract Manager enables you to record and manage support contracts, including the associated Service Level Agreements, contact information and other details: You will automatically be alerted to upcoming deadlines and renewal dates; information about utilization levels is only a mouse click away at any time; reports can be created or adjusted to your specific requirements without specialist reporting knowledge.
Plan and Control
Would you be interested to know which amount you need to put into next year’s budget for the renewal of support contracts? How often each of your support contracts where called upon? Which vendor could not meet the agreed service levels, so that you can make a claim or negotiate a price reduction? For which IT assets you are no longer entitled to support, and which applications could be affected?
