The quality of a service must be measurable.
Quantis builds platforms to automatically collect information from operational systems and turn it into KPIs, indicators and service levels.
The goal is to provide a clear, verifiable and shared representation of the performance delivered.
SLA, OLA and suppliers
The model can include different types of agreement:
- SLA — Service Level Agreement, the commitments made towards Clients;
- OLA — Operational Level Agreement, the operational agreements between internal teams;
- agreements with suppliers and partners that contribute to service delivery.
Data from different systems
Information can be collected from the various existing sources: monitoring, Service Management, ticketing, databases and other systems can all contribute to the process.
The flow can be summarised as:
Data collection → Normalisation → KPIs → SLAs → Reporting
This makes it possible to leverage existing systems by building a dedicated layer for service measurement on top of them.
SLA and contract
Where the contractual model requires it, KPIs and service levels can be linked directly to the economic elements of the contract, making it possible to automatically assess any deviations and the consequences set out in the agreements.