One of our ISV partners, Cased Dimensions, has recently released a new Service Manager management pack solution for service level agreement management. This management pack is easy to deploy and all configuration is done in the SCSM console. The solution allows you to define groups of configuration items, create support schedules (including the ability to specify business hours, exclude holidays, etc.) and define SLA and OLA targets for service levels like time to respond and time to fix. You can do this for any kind of work item – incident, problem, or change. Then you can associate support schedules and SLAs to the groups of configuration items. You can also define escalation and notification rules for when SLAs are breached or about to be breached.
You can get more information about this solution, download the white paper. and view three different demo videos by registering on the Cased Dimensions site here:
Note: After registration/login, click on the Resources menu bar option to get to the white paper.
A couple of other important things to note:
Cased Dimensions has a free 30 day evaluation version that you can install to try it out.
They are working on some more features around this solution which will be available to customers as a free upgrade when it becomes available.
I’m really looking forward to pointing customers to this solution as a way to help improve service levels by measuring actual results vs. service level agreements! This solution is a great example of the power of the Service Manager platform since it all runs entirely on Service Manager – no separate server installation or databases are required. It is tightly integrated with the solutions that Microsoft provides out of the box like incident, problem, and change management. The Power is in the Integration!