IT Glossary



Service-Level Agreement (SLA)

A service-level agreement (SLA) sets the expectations between the service provider and the customer and describes the products or services to be delivered, the single point of contact for end-user problems, and the metrics by which the effectiveness of the process is monitored and approved.

SLM (service-level management)

The ongoing process of using service-level agreements (SLAs) to maintain high quality in the provision of services — and to ensure that service-level objectives (SLOs) and performance meet the changing needs of the recipient’s business — through continuous improvement of service activities, functions and processes. See SLA and SLO.

SLO (service-level objective)

Within service-level agreements (SLAs), SLOs are the objectives that must be achieved — for each service activity, function and process — to provide the best opportunity for service recipient success (see SLA).

HR Shared-Service-Center Tools

HR shared-service tools enable organizations to manage HR shared-service operations more effectively. This includes ticketing, policy and knowledge management, incident routing, SLA monitoring, and elements of manager and employee self-service portals. HR shared-service tools often manage sensitive employee data, such as disciplinary data or medical information. Typically, the solutions integrate with core HR management system (HRMS)…

Integrated HR Service Delivery Solutions

…nage their HR shared-service operations and communications while delivering “content in context” to employees and managers. Functionality may include ticketing, content and knowledge management, incident routing, SLA monitoring, single sign-on (SSO) into transactional systems, content delivery via manager/employee self-service portals, digital HR document management and business process management (BPM) tools. These tools typically…

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