Serio Helpdesk - Service Level Management and Incident Management
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Service Level Agreement - monitoring and reporting If you use Service Level Agreements to measure and monitor the service you give to your users, Serio has plenty of tools and utilities to help you. One such feature is the SLA Performance Dashboard, shown on the right. This updates in real-time, its dial based display showing overdue responses and resolutions - as well as Incidents that will breach their SLA within the next few hours. A comprehensive suite of reports is provided to help you understand your performance, identify bottlenecks and make improvements. » More information on Serio Service Level Agreements » Related White Paper 'Service Desk Metrics' Great Incident Management tools Serio has first-class Incident Management screens, that offer a tremendous amount of control and customisation. You can choose from over 200 helpdesk and service related data items to view, and access full history for each Incident. In the screen on the left, Row Highlighting has been used to display all 'High Priority' Incidents with a light red background colour. This screen also shows Actions taken on the Incident, in an easily accessed tree form. |
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