SLA Oriented Comprehensive Service Solution for Tracking and Managing Tickets Abstract:

Service Level Agreement's Management goal is to maintain and improve IT service quality. This occurs through a constant cycle of defining, monitoring and reporting IT service achievements. SLA's are incorporated in the support process when a new workflow is created. An SLA is assigned to a workflow and specifies the expected resolution time for a service request. As an IT organization, you are constantly challenged to manage service levels. But how do you measure whether you are meeting your performance objectives? This Service Level Management software enables you to proactively manage service levels from the business perspective. It provides compliance reporting that lets you measure application service levels against business objectives. And it allows you to define realistic, quantifiable service-level objectives and track performance in real-time.

Features:
Define realistic, quantifiable availability and performance objectives that reflect business goals

Track service level availability and performance both on a real-time basis and for offline planning purposes Align IT with business priorities and expectations. Effective management of customer tickets. Standardize your support processes. Track which support tickets which are most common Decrease the average time to resolve support tickets Ensure open tickets are handled in the appropriate time. Maintain a complete view of all the tickets and their status.

 Access your key contact information anywhere, anytime Generate User-wise ticket break-up and useful reports.

Existing System:
Here the existing system is nothing but manual system using which they can maintaining all the projects SLAs inside an excel sheet or just similar to that. Correlating the projects SLAs and customers with work orders and getting the actual statistics is not easy in this case.

Demerits of Existing System:

There is no automated process for this system. Everything is manual i.e., maintaining all the projects SLAs inside an excel sheet or just similar to that.

The major constraint is time constraint.

Every time the management has to check the record of SLAs for the deliverables.

Proposed System:
Proposed System is an online web application with centralized database and enriched GUI. Here the proposed system is an automated system to solve all the problems which we are facing in the existing system. This system helps the management to store all their data at a centralized location with proper security where they can track the SLAs.

Merits of Existing System:

Everything is automated, where automation is a ticket which is created on a
particular date and time.

Generation of reports is very much simple. The required information is written in the ticket sent to client with an SLA.

 SLAs will be of certain time and period where in customer has to complete the
deliverable within tickets SLAs.

Tracking of records of tickets is easy in proposed system. Where the

management can track the tickets in the database with SLAs.

Modules:
The system after careful analysis has been identified to present with the following modules. User Management Module SLA Definitions Management Module Tickets Management Module Reporting Module

HARDWARE REQUIREMENTS
1. Pentium IV processes architecture

2. 512 MB RAM. 3. 80 GB Hard Disk Space. 4. Ethernet card. SOFTWARE REQUIREMENTS

Database : MySQL 5.0 Server : Apache Tomcat 5.0 Front end : JSP / Servlets, JDK 1.5, HTML Java Script

Editor

: MyEclipses