Case Elisa SLA

Customer-specific service level management improves quality

 



The service provider must enable customers to monitor the service level of the services provided by the company. Digia has already cooperated with Elisa for several years in the fields of Service Level Management (SLM) and Service Level Agreement (SLA) monitoring and reporting.

 

Benefits:

  • The quality of deliveries and incident management has improved.
  • Internal operation has become more efficient.
  • The supplier network can be monitored more closely.
  • The customer experience can be developed better.



Service Level Management improves Elisa’s customer deliveries

The years of cooperation between Digia and Elisa have made Elisa’s internal operations more efficient, among other things.



The service provider must enable customers to monitor the service level of the services provided by the company. With continuous and consistent service level management, customers can verify that purchased services are cost-efficient and meet their business requirements. Service level management reports help the service providers to locate problems in their business processes.

Systematic service level monitoring

Digia and Elisa have been collaborating for years on Service Level Management (SLM) and Service Level Agreement (SLA) monitoring and reporting.

Digia’s cooperation with Elisa covers the specification and conceptualisation of service level management. In terms of SLA reporting, Digia is responsible for defining, implementing and testing reporting methods and providing the support services related to reporting. Service level management and reporting are based on data gathered from Elisa’s various operative source systems, and on the CA Business Service Insight system used for monitoring and reporting information.

Managing incidents

At Elisa, both SLM and SLA reporting are focused on the internal operations, supplier network and end customers.

Improving the quality of customer deliveries and more effective fault management have become visible at Elisa in higher operative efficiency, closer monitoring and development of the supplier network, as well as a better service experience for end customers.

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