# Service Level Management

Traditional Service Level Reports are static and provide retrospective insights, offering limited utility for troubleshooting and proactive management. IT-Conductor bridges this gap by providing a highly adaptable service definition with dependencies, such as servers and resource utilization, which directly impact service performance. 

IT-Conductor enhances service level management in the following areas:

* End-user experience services can track specific sets of key performance indicators for a custom set of metrics, such as user, transactions, locations, dialog vs. HTTP, etc.
* Service discovery of application-aware components and relationships
* Composite services assembled from other services and monitors
* Easily configure target availability, response times, and notifications if the goals are not met
* Drill down into services to discover the root cause

### Multi-Dimensional Workload and Transaction Analysis

IT-Conductor intelligently views performance by dynamically cross-referencing and altering analytical dimensions based on the preferences of performance analysts or the context of time-synchronized service data. This flexibility enables in-depth point-in-time and trend analysis across several technical components and application instruments.

<figure><img src="/files/69s0mdULGCxE6sZKUlRx" alt=""><figcaption><p>Figure 1: Time-Synchronized Troubleshooting</p></figcaption></figure>

This approach combines the Availability monitoring of applications and infrastructure components, together with performance KPIs, events from source system alerts, and threshold exceptions.

* Service disruptions trigger alerts and notifications can lead directly to the point of time when the Availability was detected, further allowing the drill down to locate potential root causes of incidents and events.
* IT-Conductor uses advanced troubleshooting context which automatically time synchronizes various service health components in order to assist in the root-cause determination.
* IT-Conductor templates simplify the correlation between complex application components and how they relate as well as impact overall performance and availability.
* This method has proven effective in reducing analysis time which in turn enhances the overall IT service quality.

### Dynamic Service Level Management

IT-Conductor provides integrated Service Level Management (SLM) on top of the application and system monitoring. The following are its key features:

* Dashboards support operational service level monitoring and compliance.
* Service Level Agreement & Operational Level Agreement proactively managed for compliance
* Automated and flexible report generation and delivery
* Service desk integration with notifications to ITSM platforms that support web services API, and charts built into email notifications which can be further drilled down.

<figure><img src="/files/6M9edXULQ64yAJcyevAJ" alt=""><figcaption><p>Figure 2: Dynamic Service Level Management</p></figcaption></figure>


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