The Service is provided by the company that responds to the users' incidents. The users will create incidents as they occur. Support representatives will adjust an appropriate Service in the incident, depending on the incident type.

Support on your Help Desk can be provided for different services. Based on available services you can define different Service Level Agreements for your internal and external customers, for a particular service. You can manage Services on the Administration Desktop. Choose “SLM” tab in left menu and then choose “Services” tab in content panel.

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Managing Services

What is Service Level?

How do I create a new Service Level?

What is a Service Level Agreement?

How do I create a new Service Level Agreement?

Tip:

Service Levels can differ based on operating hours, for example: a service can be provided from 8 a.m. to 6 p.m. on workdays or on 24/7 basis. Service price can therefore be formed depending on this feature.