Why do I need Service Level Management?   Service Level Management describes a central aspect of maintaining ITIL-compliant IT environments. Service Level Management provides transparent information on the performance of all of your – IT-enabled – business processes and associated components. The latter includes, for example, network devices.   The scope of the Service Level Management is determined by Service Level Objects (SLO). These are performance indicators that are used to verify the agreed-upon quality of service.

Brochure: Business Process Management (pdf, 261 kB) Contact

The "percentage of availability during the service period per week/month/year" is often defined as a performance indicator for Service Level Management purposes. Whether a service is available or not depends on a number of individual components, each of which is weighted differently in the calculation. A service will, for example, only be regarded as interrupted if both connections in a redundant network fail at the same time. 

Consistent and most of all service-oriented monitoring of the components in today's system landscapes, which for the most part lack homogeneity, requires a high level of standardization across all processes and hardware components.
Due to this lack of standardization, it is close to impossible to represent, assess, and therefore monitor the overall performance of these various interconnected components.

The main objective is to secure the reliability of business processes in a company's IT environment in order to ensure the continuous availability of the systems. Comprehensive service level compliance reports allow you to determine the availability of a service over a specified period of time at any time and to analyze the data accordingly. This will in turn enable you to fully determine and review the response and solution times for specific system events. 

The Service Level Management features of theGuard! Service Management Center take a dual approach to responding to your Service Level Management requirements: The Business Views of the Business Process Management component provide real-time business process monitoring, allowing you to combine monitoring and analysis in a single system. The service will be continuously monitored and assessed depending on the status of the associated components.
The Reporting features of theGuard! Service Management Center will then immediately quantify the performance based on the performance indicators.
 
theGuard! Service Management Center allows you to measure the true quality of your business processes thereby ensuring compliance with pre-defined Service Level Objects.
theGuard! Service Management Center's Service Level Management is able to immediately generate automatic alerts to report deviations if critical events occur within your company's IT infrastructure. This proactive monitoring prevents you from suffering availability problems or system failures.
It is also possible to create reports to evaluate system and network performance based on the comprehensive documentation of performance indicators, which can be recorded at any point in time. This again allows conclusions on the performance development of certain components which can prompt you to take appropriate actions.