Software Listing: Service Level Agreements

An ITIL guided helpdesk with integrated asset tracking, SupportCalls system is a full featured and automated issue tracking system available right in your Outlook. Using Microsoft Exchange (can be hosted one too) as repository for storing support cases, it provides support staffs with all the necessary tools to log, collaborate, analyze and assist in the resolution of helpdesk issues. Monitor mailboxes and public folders and automatically process incoming emails to support cases, assign technicians on the fly and enforce service level agreements (SLA). With support for automated messaging and notifications using varied communication channels such as emails, phone calls or SMS, it offers your helpdesk to cut the overhead of manual tasks significantly while making it easier for team to work flexibly.

  • Platform: Windows Server, Windows Vista, WinOther

An automated issue tracking and ticketing system for one person helpdesk, Personal Helpdesk provides you with all the necessary tools to log, collaborate, analyze and assist in the resolution of helpdesk issues right in your Outlook. It can monitor any number of Outlook folders and mailboxes and automatically process incoming emails to support cases. Supports enforcement of service level agreements (SLA) in line with ITIL guidelines. With support for automated messaging and notifications using varied communication channels such as emails, phone calls or SMS, it offers you to cut the overhead of manual tasks significantly while making it easier to work flexibly.

  • Platform: Win2000, Win7 x32, Win7 x64, Windows Server, WinOther, WinVista, WinVista x64

ManageEngine SupportCenter Plus is a 100% web-based Customer Service and Support Software that offers Trouble Ticketing, Account & Contact Management, SLA Management and Knowledge base in one low-cost, easy-to-use package. It helps you track and resolve customer issues quickly, thereby delivering superior customer support and taking customer satisfaction to the next level. Trouble Ticketing Automatically convert the emails sent to Help Desk into trouble tickets or enable your end users to submit support requests (trouble tickets) from anywhere, anytime using just a browser. Self-Service Portal Reduce call volumes with a Web-based self service portal where customers can search the knowledge base, submit a request or check the status of their open requests.

  • Platform: Linux, Win2000, Windows Server, WinOther

The Service Level Dashboard Management Pack for Operations Manager 2007 assists you in tracking, managing, and reporting on your line-of-business (LOB) application service level compliance. It displays a list of applications and their performance and availability against a target SLA.

The application or service is defined using the Operations Manager distributed application model. This model allows the user to define all components of the application or service that affect the health state and SLA calculation. When an application does not meet the defined performance or availability thresholds, it is placed into a warning or error state within Operations Manager.

  • Platform: WinOther, WinServer, WinVista

ManageEngine SupportCenter Plus is a 100% web-based Customer Service and Support Software that offers Trouble Ticketing, Account & Contact Management, SLA Management and Knowledge base in one low-cost, easy-to-use package. It helps you track and resolve customer issues quickly, thereby delivering superior customer support and taking customer satisfaction to the next level. Trouble Ticketing Automatically convert the emails sent to Help Desk into trouble tickets or enable your end users to submit support requests (trouble tickets) from anywhere, anytime using just a browser. Self-Service Portal Reduce call volumes with a Web-based self service portal where customers can search the knowledge base, submit a request or check the status of their open requests.

  • Platform: Linux, Win2000, Windows Server, WinOther, WinVista

An automated issue tracking and helpdesk ticketing system for multiple technicians, Team Helpdesk provides you and your team with all the necessary tools to log, collaborate, analyze and assist in the resolution of helpdesk issues right in your Outlook. More importantly, it can automatically process incoming support request emails, assign relevant technicians, enforce service level, set due date and send automated notifications, to cut the overhead of manual tasks significantly while making it easier for team to work flexibly. The inbuilt knowledge base besides acting as an effective knowledge sharing medium, helps in improving the average 'First Call Resolution' timing significantly, as technicians find resolution to problems quickly.

  • Platform: Win2000, Win7 x32, Win7 x64, Windows Server, WinOther, WinVista, WinVista x64

Issue tracking and helpdesk ticketing system for multiple technicians, Team Helpdesk provides you and your team with all the necessary tools to log, collaborate, analyze and assist in the resolution of helpdesk issues right in your Outlook and Sharepoint. More importantly, it can automatically process incoming support request emails, assign relevant technicians, enforce service level, set due date and send automated notifications, to cut the overhead of manual tasks significantly while making it easier for team to work flexibly. The inbuilt knowledge base besides acting as an effective knowledge sharing medium, helps in improving the average 'First Call Resolution' timing significantly, as technicians find resolution to problems quickly.

  • Platform: Win2000, Win7 x32, Win7 x64, Windows Server, WinOther, WinVista, WinVista x64

The Application Service Provider Toolkit is a toolkit of Sixteen ready to use templates and documents which enables you to: * Initiate the ASP initiative: Best practices for evaluating and selecting a service provider; Service contract negotiation and renegotiation * Manage existing ASP solutions: Governance and organizational models for managing ASP; Creating business-value SLAs; Most common mistakes made in ASP deals * Manage Financial/Cost aspects of ASP solutions: Best sourcing strategies, Selecting the right vendor, Developing the right contacts, Sourcing-related HR issues, Communications planning, Best-in-class Service Level Agreements (SLAs) * Manage Four Phases of the sourcing cycle: Sourcing Strategy, Evaluation & Selection, Contract Development and Sourcing Management The complete guide to defining-and using-the right ASP...

  • Platform:

The comprehensive ITSM Toolkit provides a baseline set of proven, tactical deliverables for IT professionals. These ITIL based tools include essential support materials, templates and guidance to initiate, accelerate and fine tune an ITIL focused organization. Specific guidance includes:

- Service Level Agreement (SLA) Template
- Operational Level Agreement (OLA) Template
- IT Service Catalog Template
- IT Service Narrative Template
- ITSM Service Delivery & Support Process Overviews
- Integrated ITSM Framework (CobiT, COSO, ITIL & ISO)
- ITIL Process Charter Template
- Process Maturity Advanced Self Assessment Workbook
- Roles & Responsibilities (ARCI) Template

All templates include specific examples and guidelines for accelerated deployment.

  • Platform: Win2000, Windows Server, WinOther

Serio IT Service View Pro is a server/ network device monitoring and ITIL Availability Management tool rolled into one.


Define one or more Service Level Agreements for the devices you are monitoring. The reports scheduler can email availability and downtime graphs and statistics for those devices to you and your customers. You can examine and edit the log of downtime events for each device and publish live availability stats online.

The tool includes standard plugins for monitoring Windows Servers, Linux Servers, Exchange servers, Blackberry Enterprise Servers, 'pingable' devices, log files, Oracle databases, web servers and web page content monitoring.

  • Publisher: Serio Ltd
  • Date: 21-05-2011
  • Size: 5735 KB
  • Platform: Windows Server, Windows Vista, WinOther

SiteRecon providing email monitoring that continuously checks your mail server and subcomponents, such as virus protection and content filtering. If mail is not being processed, SiteRecon will immediately alert your contacts list that a problem exists. SiteRecon offers the follow features to increase your uptime:

* SMTP monitoring at 15 and 30 minute intervals
* Instant notification of mail processing failure
* Up to eight notification contacts per SMTP server
* Alerts delivered via email and/or SMS text messageand/or Blackberry PIN messages
* Ability to check infrastructure components by using attachments
* Real-time graphical performance and DNS reports (Line, Trend, and Pie charts)
* Comparison reports so you can gauge performance against baseline site
* Reporting times adjusted for your time zone
*...

  • Platform: WinOther

Small and simple, FCC DNS Grade is a tool that can be used to classify the DNS service level from Resolver.

FCC DNS Grade is a cross-platform instrument that's been designed in the Java programming language, and can be very useful if you need to evaluate a Resolver's DNS service level.


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  • Platform: WinOther
  • Helprace
  • License: Freeware
  • Price: 0-20
  • Rating

Helprace is a cloud-based web application that allows your business to reach new heights in customer service. Helprace features a help desk that's integrated with a customer-centric community and knowledge base. The help desk is packed with innovative features such as canned replies and ticket routing to streamline productivity. Once your team gets bigger, you can collaborate using private notes and and track how well your team is performing with SLA (service level agreements). The community allows you to understand your customers every step of the way. The feedback platform and widget allows users to: 1) ask a question 2) share an idea 3) report a problem or 4) give praise.

  • Platform: Not Applicable

Getting ready to deploy VoIP? Worried about poor VoIP call quality? Wanting to add more VoIP lines but clueless on how your network would handle the extra traffic? The OpManager VoIP Monitor helps enterprises tide through all the stages of VoIP rollouts. The module brings together network fault and performance management functionalities of OpManager, VoIP Quality of Service monitoring using Cisco IP SLA technology and granular network traffic troubleshooting from Netflow Analyzer to give you a complete end-to-end VoIP network management solution. The VoIP Monitor capabilities include: - Proactive, continuous monitoring of VoIP Service Levels: monitored QoS metrics include delay, packet loss, jitter and Mean Opinion Score (MOS) - VoIP call quality monitoring over entire WAN - Easy troubleshooting of VoIP problems through bandwidth...

  • Platform: Linux, Win2000, Windows Server, WinOther

What Chroniker for Availability MonitorsNodeWatch gives you complete view on the availability of your environment, Ping Check Routers, Switches, and other vital network components.Monitor Servers or any TCP Connect based applicationDNS, FTP, Web servers, Mail servers, and Application servers monitoringTaskWatch monitors response time of your applications by executing user defined tasks. That is, it monitors availability from the application layer perspective.Database, FTP, Webserver, Advanced Webserver, DNS, Mail Server, LDAP Server, Network File Copy, Active Directory, and Custom TestFeatures and Capabilities- Network Status Map: Quickly see a graphical display of your nodes and displays alert- message as the mouse moves over the node.

  • Publisher: NRG Global
  • Date: 24-08-2009
  • Size: 17817 KB
  • Platform: Win2000, WinOther

Cumulus is a World Class Warehouse Management System that runs distribution centers and warehouses. Main Features: Inventory Control, Inventory Management, Orders Control, Distribution Control, File Import / Export, User defined and Standard Reports and Internet Enabled, Service Level Measurement, Back order, ASN. Advantages: Improves your customer service level, Reduces operation expenses, Reduces stock outs, Reduces Inventories value, Easy to install and to use, Price.. Cumulus Software para Control de Almacenes y Software para Control de Flotillas y Transporte. Cumulus es Software para Control de Almacenes y Software para Control de Flotillas y Transporte.

  • Platform: Win2000, WinOther

Remotely Enable SNMP on Multiple Windows Machines! What's an IT superhero like you supposed to do when faced with the unfathomable task of installing and enabling SNMP on Windows servers and workstations located 20,000 leagues across the sea? Well before you sink into the murky depths of despair, check out our FREE SNMP Enabler! This cool tool gives you the ability to power up SNMP on multiple Windows servers and workstations, all without leaving the comfort of your cube-shaped superhero lair. That's right. Now you can simultaneously install and enable SNMP on two or two hundred remote servers without breaking into a superhero sweat.

  • Publisher: SolarWinds
  • Date: 16-03-2011
  • Size: 1281 KB
  • Platform: Windows Server, Windows Vista, WinOther, WinVista
  • Licas
  • License: Freeware
  • Price: 0.00
  • Rating

Licas is a Java based application designed to provide a lightweight (Internet-based) communication for autonomic services. It is a software package that allows a user to build distributed service-based networks that can also self-organise/self-optimise. Functionality is provided to allow for XML-RPC based message passing and dynamic linking between services. The framework is very lightweight and so may be used in mobile or sensor-based environments. The architecture and adaptive capabilities through dynamic linking add something new to what other similar systems provide. FEATURES: ยท The capability to build distributed networks of autonomic service-based components.

  • Platform: WinOther

Carbon Effective Supply Chain Simulator (CESCS) is a software package for simulating green supply chain. A unique approach is taken to help achieve the optimal balance between carbon footprint, supply chain cost, service level, and product quality..

  • Platform: WinOther

WebInject is a tool for automated testing of web applications and web services. It can be used to test system components with HTTP interfaces, as a test harness to create a suite of functional and regression tests, or for service-level monitoring..

  • Platform: Linux, Mac OS X, WinOther

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