Common use of Multiple Service Level Targets Clause in Contracts

Multiple Service Level Targets. The ITSM Tool must have the capability to allow process administrators to configure multiple service level targets for each process. (E.g. An incident may have targets for response and resolution). Each target must be able to have multiple time thresholds that can trigger different escalation actions (E.g. notify different stakeholders at 30, 15 and 5 minutes before target is breached) FR-9.7 Service Dashboards The ITSM Tool must include functionality that allows users to create dashboards or scorecards that communicate service performance to Service Owners/Leads and other interested parties. Table #1 – ITSM Tool Software Functional Requirements (FR) Mandatory Response Table A B C D E F ID Name FR Description Bidder Response Requirement is Met (Y/N) Software Part # Reference to Product Documentation FR-9.8 Management of Service Level Targets The ITSM Tool must include functionality to automate the management of service level targets in terms of automated business rules, alerts, escalations and notifications. FR-9.9 Support Levels The ITSM Tool must include functionality that allows users to publish different service levels for the same service.