One of our ISV partners, Cased Dimensions, has recently released a new Service Manager management pack solution for service level agreement management. This management pack is easy to deploy and all configuration is done in the SCSM console. The solution allows you to define groups of configuration items, create support schedules (including the ability to specify business hours, exclude holidays, etc.) and define SLA and OLA targets for service levels like time to respond and time to fix. You can do this for any kind of work item – incident, problem, or change. Then you can associate support schedules and SLAs to the groups of configuration items. You can also define escalation and notification rules for when SLAs are breached or about to be breached.
You can get more information about this solution, download the white paper. and view three different demo videos by registering on the Cased Dimensions site here:
Note: After registration/login, click on the Resources menu bar option to get to the white paper.
A couple of other important things to note:
I’m really looking forward to pointing customers to this solution as a way to help improve service levels by measuring actual results vs. service level agreements! This solution is a great example of the power of the Service Manager platform since it all runs entirely on Service Manager – no separate server installation or databases are required. It is tightly integrated with the solutions that Microsoft provides out of the box like incident, problem, and change management. The Power is in the Integration!
Excellent. Thing is, these are core service management capabilities that should be a part of the Service Manager product. Should I invest in such a solution, when, ideally, these features should be high on the list of upcoming deliverables for SP1 or R2?
Great question - I sort of saw that one coming. I would answer it this way... Yes, we will be adding some more support for incident SLA management in the R2 relase of Service Manager. I dont know exactly how much we will get done yet, but I dont think we will achieve the level of capability that Cased Dimensions has built. We might for example add business hours support and the concept of a Target Acknowledgement Time. If that's all you need and you are OK with waiting until/if we deliver that in R2 that might be an OK option for you. If you need the more advanced functionality provided by the Cased Dimensions solution or you need something more near term, then they are a great option. One other thing to keep in mind is that Cased Dimensions will continue innovating and delivering here so even at the time in R2 when we add some more support for this kind of thing Cased Dimensions will still be well in front.
In the end it definitely comes down to your requirements and a cost/benefit analysis. I would recommend downloading the trial version and talking over licensing costs and such with Cased Dimensions to see if it works out for you.
I tried it. Great tool to reduce our IT's effort. Good luck to Cased Dimensions.
I can not get a login and password to download. who downloaded please share
Cased Dimensions hold license keys which are unique to each client. Please contact me at Liam.Murray@caseddimensions.com and we will share keys with clients wishing to trial - thanks!
why when I requested the trial version, they didn't give it?