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ITSMServiceLevelManagement

Free

by Znuny GmbHcompany

Extends Znuny and OTRS with service catalog management and SLA definitions including escalation monitoring.

The ITSMServiceLevelManagement module is a core component of the ITSM stack for Znuny, OTOBO, and OTRS. It extends the base system with professional Service Level Management (SLM) capabilities following ITIL best practices. It allows administrators to model complex service structures and link them with binding Service Level Agreements (SLAs). The module enables precise control over escalation times (response time, update time, solution time) based on different service types and priorities. Furthermore, it provides the foundation for detailed service performance analysis via the statistics module.

Features

  • Service Catalog Management

    Create and manage a structured service catalog to categorize customer requests.

  • SLA Definition

    Define Service Level Agreements (SLAs) with specific response and resolution times and calendar assignments.

  • Service-SLA Linking

    Link services with one or more SLAs to flexibly map different support levels.

  • SLM Reporting

    Integrated statistics and reports to monitor service quality and SLA compliance.

Categories

SLASLMService CatalogITSMITILReporting & Analytics

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