Service Level Management and SLAs

Prioritize operations based on impact and urgency, plus agreed service level targets. Track tickets through to resolution, and get alerted when service level targets are close to breaching or have breached, ultimately helping your IT team to meet or exceed its agreed performance levels.

Align Your Team Priorities With Business Needs

Define SLAs Based on Rules
Deal with issues and requests based on different resolution targets, thus different levels of urgency and attention. IT teams can define targeted time limits as broadly or as precisely as they need, with different targets for different phases of incident resolution or service request delivery.
Keep Agents Aware Agreed Response Time
Help agents to focus their time and effort where it’s needed most by providing a visual indicator of the agreed SLA response time, ensuring the most critical issues are dealt with first while still achieving SLA targets across all issues and service requests.
Help IT Teams to Exceed Agreed Performance Levels
Prioritize based on impact and urgency, plus agreed service level targets, supporting your IT team in closely tracking tickets through to resolution. Different service levels can apply to both incidents and service requests, for different issue or request types, and for different locations, teams, or roles.
Benefits Service Level Management and SLAs
Available as an on-premise or SaaS solution, Service Level Management and SLAs will help your company to improve its IT support, IT help desk, or IT service operations through the focusing of attention on the things that matter most (at any point in time). Thanks to workflow, automation, and alerting, your IT team will be able to improve their operations and service delivery across a number of areas:
Speed of Service Restoration or Delivery Is Based on Priority
The service level management and SLA capabilities focus IT support personnel on what matters most. The level of urgency, and associated SLA target, might vary by a number of factors such that individual service desk agents would never personally know what is most appropriate. So let the ITSM tool be the one that knows the difference between a printer in an office and one that’s critical to business operations, with SLAs appropriate to both use cases.
Improved Customer Satisfaction
Using SLAs improves customer satisfaction on a number of levels. For instance, communicating the agreed SLA for a particular issue helps to manage end user or customer expectations as to how long a resolution will take. Alternatively, IT support’s focus on SLA targets and the progress against them helps to ensure that all issues and requests are resolved or delivered against in a timely, and agreed, manner.
Standardization and a Platform for Service Improvement
SLAs, and their associated targets, bring much needed consistency to IT support. The analysis of historical information also helps to identify the need for process improvement, changes to services, or the revision of SLA targets (either up or down) such that performance better suits business requirements and IT’s capabilities.
Better Expectation Management
In service management expectations flow both ways - end users or customers have expectations of the service provider and the service provider has expectations of the customer. The failure to understand and meet these expectations, by either or both sides, results in lower service quality, customer satisfaction, and potentially increased costs.
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