Service Level Agreement (SLA) stipulates minimum levels of service. These complex agreements, and the follow-up reports that document the actual quality of delivered services, are the accountability in the customer-provider relationship. For the service provider, meeting the terms of an SLA help build customer loyalty. But violating an SLA can be costly - both in terms of lost revenue and lost customers. HP OpenView Service Desk offers a suite of fully integrated support processes for such needs as call management, change management, configuration management and service level management.
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