IT Policies

SLA Monitoring in the Customer Service Environment: Meeting the Challenges With Operational Business Intelligence

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Executive Summary

Putting customer needs in writing via a Service Level Agreement (SLA) can help ensure customer satisfaction, even in the customer service environment. The SLA defines what the company will deliver to customers, thus providing a clear view of what the company must achieve. Yet monitoring compliance with SLAs can be a challenge; the data used to measure performance may not be real-time and may reside in different IT systems. One answer is operational business intelligence - a fact-driven assessment of what is happening now, which enables companies to react to potential customer service issues before they become problems. When companies have an effective SLA monitoring program in place - especially one that's fueled by a best-of-breed Operational BI solution - they gain a competitive advantage.

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