SERVICE LEVEL MANAGEMENT
Monitor Service Level Agreements (SLAs) with customers, Operational Level Agreements (OLAs) with internal service providers, and Underpinning Contracts (UCs) with external service providers to ensure agreed-upon service quality.
To keep track of agreed-upon response and resolution times at all times, you can set up Service Level Agreements (SLAs) for each service or specific team. For example, you can define different response times for incidents and service requests. Based on the initial response, update, and resolution times defined in the SLA, OTOBO automatically generates and sends notifications to predefined recipients. This allows you to also implement multi-level escalation procedures and involve the responsible manager in case of emergencies.
Define a valid working time calendar for each queue and assign calendars to Service Level Agreements to define on which base the determination of escalation and resolution times should occur. This allows to set service level goals for teams working in different time zones or during different business hours according to their respective work environments.
OTOBO sorts all tickets based on priority in a clear list view. If needed, the service team can re-prioritize tickets to address them according to the new priority. By default, OTOBO operates with a traffic light system of 5 priorities.
Escalate tickets and let OTOBO automatically send notifications before Service Level Agreements (SLAs) are breached. Define rules for ticket automation, such as based on priority. OTOBO takes care of the rest, informing the right teams and managers even in multi-level escalations.
With OTOBO, you receive visual cues on tickets whose SLAs have been violated. To get an overview, you can simply create a separate view of all escalated tickets.
You can automatically escalate tickets by moving them and assigning them to other functions or the responsible manager. To avoid undesired escalations, such as while waiting for external feedback, you can temporarily suspend the escalation mechanism, including time accounting, with Escalation Suspend. The escalation time resumes only after removing the “Escalation Suspend” status.
OTOBO automatically assigns incoming incident reports and service requests to the appropriate SLA. This can be done based on ticket creation in a specific queue, selection of a particular service associated with the SLA, or classification with a predefined priority.
Gain operational real-time insights into the quality of your services through configurable reports that succinctly summarize relevant metrics for monitoring Service Level Agreements. Your service desk keeps track of all pertinent metrics, and you can automatically email the reports to a selected audience at regular intervals.
By analyzing the data captured at the service desk, you can identify trends early and derive measures for service improvement.
SCALABLE PLATFORM
Ensure consistently high quality of your IT services. OTOBO automatically monitors all Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Underpinning Contracts (UCs) with your employees, internal, and external IT service providers.
OTOBO ensures compliance with all service level agreements related to your customer service or product support. Additionally, it monitors all service providers contributing to service quality.
Monitor the quality of all enterprise services in a unified platform to meet the expectations of your employees and customers.
SERVICE EXCELLENCE