Contract Management and Service Level Management
Make clear agreements about your services
Thanks to Contract Management and Service Level Management (SLM), you always have an overview of current contracts with your customers and suppliers. You’ll have all contract information at hand, avoid unwanted contract extensions, and keep track of your service levels. It’s easy to stay in control of deadlines, maintenance costs and compliance.
More transparency with Service Level Agreements
Service Level Agreements (SLA) define the level of service your customers can expect from you, helping you remain transparent about the services you provide. For instance: when you register a call in TOPdesk, agreements about call durations are automatically displayed, and KPIs help you to monitor your department’s current progress. Thanks to SLAs, your services become more clear, controllable and manageable.
Your products and services displayed
The first step in your SLA journey is compiling a service catalogue that lets you showcase all the services your department offers. The Self-Service Portal is the perfect spot to share your service catalogue. You can set up different service levels for each type of customer – and service windows let you determine at which times your services are available.
Safeguard the quality of your services
Thanks to predefined service levels and priorities, TOPdesk automatically calculates whether your service department’s durations meet the agreements made with internal parties. TOPdesk monitors your progress closely, making sure the quality of your service delivery is always up to scratch.
Support for your purchasing process
We’ll support your procurement process in TOPdesk’s Contract Management and Service Level Management module. You can register provisional contracts and easily assess their impact on your organization, helping you to choose the contract that’s right for you. The supplier assessment also gives you important information about your supplier, making sure you’re warned when contracts are due to expire and preventing the unnecessary extension of unwanted contracts.