Effective Service Level Agreement management and protection – Service providers and in-house IT Service Management teams (ITSM’s) are today increasingly bound by Service Level Agreements (SLA) which carry significant penalties for breaches of the agreement.

The ability to be alerted to performance issues; identify root cause(s) and undertake immediate rectification and thereby restore service levels - in real time - is invaluable.

EAGLE-i is able to identify and resolve the root cause(s) of a network issue right down to an individual application.

EAGLE-i supports and protects by:

	Base-lining the system. This provides both business and IT with objective measurements of the systems status quo in two dimensions: the current system performance in the context of the defined safe operating area.
	Once the ‘playing field’ is clearly defined with objective measures provided by EAGLE-i, realistic targets can be set by mutual agreement.
	EAGLE-i provides real-time objective measurements, live views and reports of service levels to both the business and IT. Both parties have views that are relevant and understood by them.
	When a service breach, such as response time degradation, is recorded EAGLE-i provides the ability to drill down to the cause of the breach and identify if it is an actual service level breach.
	EAGLE-i provides comprehensive comparative historical reporting.