These allow different issue and request situations to be dealt with based on different resolution targets, and 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.
With InvGate Service Desk’s SLA visual indicator, agents are always aware of the agreed response time for any given issue or request and can thus easily prioritize their workload in line with agreed SLAs. Focusing their time and effort where it’s needed most to ensure that the most critical of issues are dealt with first while still achieving SLA targets across all issues and service requests.
Prioritize based on impact and urgency, plus agreed service level targets, supporting your IT team in closely tracking tickets through to resolution. With this helping both individuals and the team as a whole to meet or exceed your agreed performance levels. Different service levels can apply to both incidents and service requests, for different issue or request types, and for different locations, teams, or roles.
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.
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.
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.
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.
Manage your incidents
Build and share knowledge
Get proactive
Better manage change
Employ best practice
Analyze your efforts
Encourage self-help
Improve IT efficiency
Prioritize IT operations
Improve team productivity
Extend outside IT
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