Never miss an escalation with service level management
Supportworks ITSM includes a fully configurable Service Level Agreement (SLA) engine, with support for international time zones. Service Level Triggers define escalation and notification options, which include the pop-up Supportworks Messenger, email and even SMS text messages to mobile phones. This ensures that no request reaches a response or fix deadline without warning being issued to relevant support staff. Additionally, Operational Level Agreements (OLAs) can be used to monitor third-party service providers.
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