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Service Level Management is focused on adhering to metrics that are agreed upon by the providers of service and its consumers.
Commonly used metrics include elapsed time and level of satisfaction. Elapsed time metrics are further refined by time in system, time in queue, time in service, etc.
ServicePRO’s business rules assist in active management of service quality by enabling:
Much like email processing rules, service request rules are composed of:
"Service Level Management" is part of the ServicePRO Enterprise Work Management line of products, developed by Service Pro Solutions.