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.
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.
Discover other Service Management features
Everything you need to provide outstanding service.
Ticket Management
Manage your incidents
AI-Powered
Enhance support efficiency
Self-Service
Encourage self-help
Workflows
Improve IT efficiency
AI Virtual Agent
Conversational ticket resolution
Analytics
Analyze your efforts
Knowledge Base
Build and share knowledge
Change Management
Better manage change
Problem Management
Get proactive
Automation
Automate support processes
ITIL
Employ best practices
SLAs
Prioritize IT operations
Gamification
Improve team productivity
Multiple departments
Extend outside IT