Is your scope, your quality and responsibility up-to-date?

Issue Description

Service Level Agreement (SLA) Process is defining, establishing, monitoring and optimizing service quality and service levels of services agreed with the customer. Objectives and framework of the service levels and service quality are defined in the Service Level Management Process. The purpose of a Service Level Management Process is to provide quality of service agreed with the customer and to improve the service quality, as a balance between the value of customer and service quality improvement costs.
Therefore, it is important to establish and to assure the contracted service quality. Technical, possibly even organizational characteristics, must accommodate the service, for example, minimum throughput, latency, etc.
The provider and the customers' cooperation are necessary so that the service can be provided and used. It is important to define clearly the performance of demarcation. will gladly show you how.
The agreement provided by the provider to render service quality performance of individual elements or activities.
Service Level Management describes measurable characteristics of a service. By default, most contracts, for example, contain information on the availability of a system in percentage. However, features such as capacities (e.g. storage), reliability (failure rate), performance (e.g. response times) as well as safety and controls (e.g. data security) can be described.
It is important to define exactly how a service level is measured and to what time period it relates. Just as the quality of service (Service Level) can be clearly identified and assessed.

Our Solution

Business applications totally depend on the quality of mobile services and most of the enterprises rely on third-party vendors to host all or parts of their applications. Hence, deprivation in mobile Service delivery may lead to increase in costs and cause severe damage to the business. As the importance of SLA management continues to increase, so do the challenges around ensuring QoS levels. As a result of this complexity, fueled by the ever changing landscape of application delivery models, the vantage point of the End User is quickly becoming the primary.

Alarm Generator
Alarms are used for notifying stakeholders of problems. As a result of identifying a problem, an alarm can be raised by XOS. The alarm can take many forms, including the sending of an SMS or the automatic opening of a ticket. XOS provides various alarming mechanisms like SMS, Email, JMS, Script, SQL, JMX, and SNMP.

Ticketing supports a process-oriented approach to effectively dealing with problems. An organisation's support services can track an alarm from its inception, when the ticket is automatically created by XOS, through to its closure until it is resolved, including all analysis steps in between as the ticket passes from one support group to another. Over time, as the number of tickets grows, XOS can be used as a knowledge base for helping resolve defects.  

Real Time Data Visualiser
Monitors are used for visualizing thresholds. Dashboards are used for visually combining multiple monitors into a single view.
For visualising thresholds, XOS makes use of a set of out of the box views. These standard views can be adapted or extended according to your needs. This process is simplified through the use of the industry standard visualisation rendering technology, XSL, which makes it possible to generate any one of many different view types, including images, charts, PDF, HTML to mention just a few. Multiple views can be combined together on a page to create a dashboard. Dashboards allow operators to personalise their views, based on their own individual interests. 

Monitoring Component shows actual state and helps to solve detected errors. For long-term analysis, Xos provides a Reporting Component.
Reporting Component is on the end of the quality chain and has the task to support the management team to analyse quality state and discuss planning for next steps. 

Reporting Environment provides features like:

  • Web-based Report Design
  • Report Archiving
  • Standard and Ad Hoc Reports
  • KPI and KQI Reports
  • Report Distribution
  • Report Collaboration

Technical Highlights

Economic Benefits

  • Correct billing
  • Save money
  • Retain customers


Products involved



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