Service Level Management
MINT SERVICE DESK
Service Level Management
In MINT Service Desk you can manage the SLAs agreed with your customers based on your Service Catalog, configure Calendars for your Service Level Windows and use the Notifications to monitor the Response, Update and Solution times. Use Priorities to handle tickets properly and relate the affected Configuration Item.
Services
List and display your service catalogue to your customers so they can request and report issues better in a service-oriented environment.
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SLA
Manage your Service Level Agreements signed with your customers to measure the provided services to them, assign SLA´s to companies for specific services and priorities.
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SLA parameters
Setup your SLA’s for Response, Update and Solution times, define notifications to warn specific targets before an escalation, specify one or more ticket types and priorities for your SLA’s too.
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Calendars
Build your system based on your working hours, SLA will be related to the calendar you define to calculate properly the escalations and remaining times.
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Priorities
Define how quickly your tickets need to be solved, use priorities to manage your workload giving some attention order.
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CMDB
Thanks to its flexible structure it's quite straight forward to use Mint Service Desk AM for CMDB purposes.
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easy to create
Services
Define the name, queue and ticket type of your Service in such an easy way.
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plenty of options
SLA parameters
Add a parameters, define a calendar and choose escalation times to your SLA.
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flexible calendar
Calendars
Define multiple options, ranges, and criteria to enhance your dynamic attributes.
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MANAGE YOUR CONFIGURATION ITEMS
CMDB
It's possible to use the Asset Management module asthe base for CMDB. Thanks to Schema Creator you can build your data structure. Once you start using Service Desk - attaching certain Configuration Items to the tickets is simple and intuitive.
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