SERVICE LEVEL MANAGEMENT

FREQUENTIS SERVICE LEVEL MANAGEMENT IS IDEALLY SUITED TO THE OPERATION OF FREQUENTIS SOLUTIONS THAT CONFORM TO ITIL-BASED PROCESSES. IT ENCOMPASSES A VARIETY OF ACTIVITIES RELATED TO PLANNING, MONITORING, REPORTING AND IMPROVEMENTS. OPERATING, MANAGING AND OPTIMISING SERVICES ARE THE CENTRAL BENEFITS OF SERVICE LEVEL MANAGEMENT.

KEY BENEFITS
> > > > > > REDUCE YOUR TOTAL COST OF OWNERSHIP (TCO) OPTIMISE THE PERFORMANCE OF YOUR SYSTEM THROUGHOUT ITS LIFE CYCLE NEW COMPONENTS CAN BE ORDERED, CONFIGURED WITH THE CURRENT OPERATIONAL PARAMETERS AND INSTALLED QUICKLY CONCENTRATE ON YOUR CORE BUSINESS; WE KEEP TRACK OF YOUR SYSTEM CHANGES WE FOLLOW ALL STEPS IN THE RELEVANT PROCESSES TO ENSURE BEST POSSIBLE SERVICE QUALITY TRACKING, MONITORING AND REPORTING CONTINUOUSLY IMPROVES SERVICE QUALITY

SERVICE MANAGEMENT
Frequentis Service Managers are committed to delivering effective customer service, which is vital for maintaining a lasting partnership. By virtue of their expertise, they have a hands-on approach to supporting you in your daily business. They plan, execute and supervise your change requests and service improvements and manage 3rd parties. They report to you on a regular basis to keep track of the performance and health of your system. For extra-convenience, you can take advantage of our additional services: > SERVICE REVIEW MEETINGS. Together we review recurring situations, discuss system performance and future operational scenarios. > REPORTING SERVICES. Our Service Managers can regularly generate reports on incidents, hardware and other important issues. They can also track your system performance via specific Key Performance Indicators (KPIs). > IMPACT ASSESSMENT & PROPOSALS. In response to your requests for system changes, we can carry out feasibility studies, propose solutions and assess the benefits & potential risks. > LIFE CYCLE MANAGEMENT. Our experts can help you to comply with your business and operational challenges throughout the life cycle of your system.

CONFIGURATION MANAGEMENT
We keep track of your system history and revisions to maintain consistency between your system configuration and the information in our database. This saves time when executing your service and change requests.

QUALITY MANAGEMENT
We actively pursue compliance with the relevant ISO standards and work in an ITIL process-oriented way, to ensure optimal quality of service.

DOCUMENT UPDATES
In the event of major changes or revisions, Frequentis will incorporate the necessary modifications and ensure that there are no version conflicts.

SERVICE LEVEL MANAGEMENT AT A GLANCE

SERVICES SERVICE MANAGEMENT STATUS SUPPORTING FEATURES & OPTIONS Planning, execution & reporting Continuous service improvement Change management Contract management Escalation management

> Service review meetings

Defined, regular meetings (per annum or quarterly) - Per conference call - At the customers or Frequentis premises Reporting services include monthly reports: - Incidents & hardware reports - Report on service management issues - KPIs based Service Performance Reports Feasibility study of customer requests, including: - Technical specification of the change request - Risk & impact assessment - Planning of development & roll-out - Financial proposal Software revisions / releases information Software porting guarantee End of sales / service announcements System evolution strategies IT Hardware life cycle management

> Reporting services

Technical specifications and requirements are correct at the time of going to press, but may change without prior notice as our products and services are continually updated. Frequentis has endeavored to ensure that the information in this document is, to the best of its knowledge, correct, but does not accept any liability whatsoever for any error or omission.

> Impact assessments & proposals

> Life cycle management

CONFIGURATION MANAGEMENT

Up-to-date, accurate and comprehensive information about all configuration items (Hardware / Software) ISO 9000 certified. ITIL-based service processes Documentation (user manuals, system description, etc.) updated on a regular basis in an electronic format

QUALITY MANAGEMENT DOCUMENT UPDATES

Core Services always included

Customisable Services - optional

A WELL-IMPLEMENTED ORGANISATION GUARANTEES CLEARLY-DEFINED INTERFACES, TASKS & RESPONSIBILITIES

ANY QUESTIONS? CONTACT US.

FREQUENTIS AG HEADQUARTERS Innovationsstrae 1, 1100 Vienna, Austria Tel: +43/1/811 50-0, Fax: +43/1/811 50-5009 www. frequentis.com

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