Service Level Management

Service Level Management

Service Level Management

SMART Service Level management facilitates monitoring of services and proactively generates alerts on pending SLA breaches and provides critical performance metrics. Easily track SLAs based on services, priorities, business units and customer class.

SMART SLA Management module allows documenting IT & Business Services that are designed to meet the Service Level Requirements (SLR's) at mutually agreed Service time targets.

SLA Management helps in enhancing stronger relationship between the service providers & customers, based upon common business goals & objectives.


  • Gather historical and real-time data on service performance
  • Provides all key performance related information, which is required to make informed decisions regarding SLAs
  • Track and report service performance against SLAs
  • Proactively alert on all impending Service bottlenecks, so they can be resolved before impacting service performance


  • Features to capture information on business criticality & service level targets
  • Able to prioritize incidents, problems, changes based on SLA's
  • Link clients and staff with holidays and work schedules
  • Provides a stated support level provided to group of users for given business service
  • Provides the administrators with simple SLA components to configure Service Level Targets, without need for dealing with programming code
  • Ability to define and manage services with Availability Info
  • Define multiple support centers, business working hours & holidays
  • Activities are adjusted based on operating hours, accounting for nights, weekends, & Holidays
  • Defines individual milestones; system initiates notification & escalation upon breach of SLA’s
  • Unavailability of a technician will automatically re-assign incidents, problems & service requests by sending an email/SMS alert to the alternate technician
  • Supports Escalation notification through multiple means including e-mail & sms phone text
  • Ability for Application Administrator to configure escalation notification process
  • Provides information on service target breaches

About Us

SMART Service Desk is an Enterprise level ITSM Solution developed using industry leading best practices and standards such as ITIL Framework, ISO 20000, ISO 27001, ISO 9001, AS 9001 and NIST. SMART Service Desk has marquee customers in number of sectors such as, Government, Banking, Insurance, Oil and Gas, Electronic Retailers, Manufacturing and Educational Institutions And is currently being used by more than Half a Million Users worldwide and was primarily offered in UK, Middle East, South Africa and Australian markets with global development and support center in India.

SMART Service Desk is bringing the product line to Americas market and is now headquartered with new Development and Operations Center in Dallas, Texas along with offices in Canada, Brazil, United Kingdom, South Africa, India and Partner Offices in Philippines, Indonesia, Saudi Arabia, Bahrain, Oman, Qatar and UAE.

We offer SaaS and On-Premise solutions that let you seamlessly Manage Services, Customers and Quality Improvement Programs. Available through any web browser or native mobile apps, our solutions are designed to help you shorten deployment time, reduce risks and lower costs, including support and maintenance expenses.