ServiceFlow SLM at a glance
KEY BENEFITS BUILT-IN REPORTS & DASHBOARDS
• Increase customer win rates by over 10% • SLA compliance
• Increase customer renewals by 8-20% • SLA compliance forecast
• Reduce service cost by 10 -15% • SLA compliance trends
• Dramatic improvement in customer satisfaction • SLA credit exposure
• Improve service quality • Positive and negative service insights
• Top 10 customers by SLA breaches
AUTOMATED BUSINESS PROCESSES • Top 10 services by SLA breaches
• SLA lifecycle management • Recommended SLA targets
• Proactive service level management • Customer snapshot
• End of month/quarter/year SLA reporting • Customer executive dashboard
• Service portfolio management • Service provider executive dashboard
• Cross customer SLA standardization • Account manager dashboard
• Service manager dashboard
• Customer on-boarding
• Current service status vs. 6 month trend
• Root cause analysis per SLA metric
PRODUCT CAPABILITIES
• Service status by customer
• SLA agreement and revision management
• Customer booklet
• SLA workflows, approvals and escalations
• Adjudication audit log
• SLA templates
• Most reports have customer, service,
• Credits and Earnbacks
geography, and organization dimensions
• Adjudication process
• Service portfolio management
USER ROLES
• Customer booklet
Service Provider:
• SLA metric definition wizard
• Executive
• Perception based/subjective SLAs
• Account manager
• Customer web access
• Service delivery manager
• Resource management
• Service manager
• ServiceFlow administrator
TECHNOLOGY
Customer:
• Unique visual modeling technology
• Executive (usually CIO)
• Business process workflow engine
• Outsourcing relationship manager
• Enterprise grade security infrastructure
• Business unit managers
• Data connection definition wizard
• Data correlation engine
DELIVERY MODE
• Web user interface
• On-premise running at customer site
• Role based dashboards
• Software as a Service (SaaS)
• Multi-dimensional reports
• Report generator
TECHNICAL PLATFORM
• Form generator
Operating Systems
• Multi-tenancy
• MS Windows, UNIX, Linux, HP UX, AIX, Solaris
Application Servers
DATA SOURCES
• Weblogic, Websphere, Tomcat
• 100’s of Pre-defined adaptors to service desks
(e.g. BMC Remedy), monitoring (e.g. HP OpenView), Internet Browsers
ERP (e.g. SAP), and many other systems • Internet Explorer, Firefox
• Visual wizard to define a new adapter for your
in-house applications and log files

ServiceFlow SLM at a glance
ServiceFlow SLM is a web-based, business application that incorporates built-in processes for automating the
management of contracts, agreements, service level compliance, business service offering, customers, and
suppliers.
Executives get a high-level view of how
the company is performing across all of its
customers and its services at any given moment.
Proactive notifications and dashboards
improve customer satisfaction by forecasting
performance trends and identifying root-cause
before service commitments are missed.
Comprehenisve management of customers,
agreements and business services allows the
creation of accurate, visually attractive, and
professional looking reports and booklets for
your customers.
USA: 951 Mariner’s Island Boulevard, Suite 665 • San Mateo, CA 94404 • Tel: (877) 524-2555 • Fax: (650) 571-8439
EMEA: Missenden Abbey • London Road • Great Missenden • Bucks HP16 0BD • United Kingdom • Tel: +44 (0) 800-756-9970 • Fax: +44 (0) 1494-866737
Website: www.DigitalFuel.com • Email: info@DigitalFuel.com