Service Level Management

Service Management Reports are a contractual obligation for most Service Providers. These reports are designed to monitor Key Performance Indicators (KPIs) and enforce Service Level Agreements (SLAs). Due to the increasing complexity of managed services, report data often comes from a wide range of disparate systems, often from multiple software vendors and from unrelated business applications. Generating reports is typically a manual, time-consuming and error-prone process. Failure to produce timely reports often results in the Service Provider having to issue penalty service credits. These common reporting problems are further exacerbated by evolving KPI definitions and the introduction of new business processes and IT systems.

Typical reporting tools are best suited to single vendor software environments. In order to integrate data for a multi-vendor service, custom software development is usually required. The cost of bespoke integration frequently prevents Service Providers from automating the reporting process. Furthermore, custom solutions have great difficulty in adapting to change in the underlying systems and so once delivered, the cost of maintaining a bespoke reporting application rapidly escalates.

Anaeko has pioneered a unique solution to this common Service Management Reporting problem. Our technology-driven process reduces integration costs, reduces delivery times and reduces overall maintenance costs. Most importantly, our solution enables Service Providers to evolve the services they provide without incurring additional reporting costs. Our solution is to introduce an automated reporting process based on the Anaeko Data Agility Server (A-DAS) that:

  • Generates reports using data from any software system
  • Enables reports to be changed quickly and easily
  • Provides simple ‘One-click reporting’
  • Supports familiar tools such as MS Word and Excel

Service level management

 

Anaeko service management reporting