SAS^® IT Service Level Management

As the owner of IT services, how do you demonstrate the strategic value of your department? How can you differentiate your own IT services from the commodity services available from commercial vendors? How can you measure and improve the quality of IT service delivery?   In the Spotlight SAS Takes Two ‘Product of the Year’ Awards Datamation readers award SAS not one, but two wins in this year’s ‘Product of the Year’ poll. Find out why. Questions like these have forced value-driven IT organizations to explore IT service delivery methodologies like the IT Infrastructure Library (ITIL). Successfully implementing ITIL best practices, however, requires IT governance across the enterprise and a documented way to continually improve the quality of IT services. SAS IT Service Level Management provides the knowledge and understanding of IT processes that today's executives need. Designed to be analytic and strategic in nature, SAS provides statistical measures that ensure alignment of the IT organization with overall business objectives. Demonstrate the value of IT performance Armed with a hierarchical framework for measuring and monitoring performance of IT services, corporate managers can be sure that IT professionals will deliver the services most critical to the organization. Further, IT and business managers can continually measure IT's strategic contribution and identify areas for improvement. Communicate between lines of business and IT organizations SAS communicates line-of-business IT consumption and service quality, which helps establish accurate perceptions – and expectations – of IT throughout the enterprise. The solution also facilitates more detailed understanding of the value associated with IT services, resources and service delivery – including hardware, software, personnel and third-party suppliers – enabling IT to move from the data center to the boardroom. Determine effectiveness and efficiency By documenting business requirements for IT through service level agreements, SAS measures performance to drive future enhancements. SAS IT Service Level Management can read and analyze virtually any data format, allowing the solution to adapt to a company's current infrastructure and grow with the organization. Fuel continuous quality improvement SAS IT Service Level Management's documentation and reporting capabilities enable corporate executives to maintain a constant flow of information that fuels continuous quality improvement. Service level measurement reports are available out of the box and can be customized using a rich toolset for meeting specific business needs. Integrate with ITIL best practices Built with ITIL best practices in mind, SAS IT Service Level Management allows implementation of methodologies for: Creating service level catalogs. Documenting line-of-business and corporate IT service contracts and agreements. Delivering statistically rich service level objective measurement and reporting. Developing a standardized, auditable, service level management data warehouse. Performing advanced fault management.

Looking for more information on SAS IT Service Level Management? Download the Service Level Management Buyer’s Guide Brief. Read the feature story "SAS Takes Two 'Product of the Year' Awards." Read related success stories. Ready to put The Power to Know® to work for you? Contact your local SAS office or call us toll free at 1-800-727-0025 (U.S. and Canada). Contact SAS for pricing information and to learn more about our products and solutions. Sign up for one of our free e-newsletters. Download FREE Service Level Management Buyer’s Guide Brief