Service Level Management improves Elisa’s customer deliveries

  • Improved customer experience
  • Systematic troubleshooting

Service providers must enable customers to monitor their actual service levels. With continuous and consistent service level management, customers can verify that purchased services are cost-efficient and meet their business requirements. In addition, service level management reports help 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.

Elisa is the leading Nordic countries’ producer of communication services. The company also operates in Russia and the Baltic countries. Elisa offers a wide range of subscriptions with services. It serves about 2 million consumers in the region, and around 150,000 companies and public sector organisations internationally. Globally Elisa cooperates with Vodafone and Telenor.

Digia’s collaboration with Elisa has included service level management definitions and conceptualisation. In terms of SLA reporting, Digia has been responsible for defining, implementing and testing reporting methods and the related services. Service level management and reporting are based on data gathered from Elisa’s various operative source systems, and on the CA Business Service Insight monitoring and reporting system.

Controlling malfunctions

Both SLM and SLA were focused on Elisa’s internal operations, supplier network and end customers. The benefits for Elisa have been improved customer deliveries, more effective fault management, higher operative efficiency, closer monitoring of suppliers and a better service experience for end customers.

 

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