Today's technology users are more demanding than ever, and for good reason. Reliance upon IT for critical company infrastructure, desire for 100% uptime, and the simple fact that almost every single person in a company has a computer means that IT staffs are responsible for an ever increasing portion of a company's well-being. Companies need to be able to depend upon their IT staffs to provide a high level of service. After all, if the e-mail server is down, the primary method of communication for nearly all workers is disrupted. If a user's keyboard breaks, they can't continue working until they receive a new one. The importance of IT staffs has led many companies to implement standards for IT availability and response time. These standards for IT performance are called Service Level Agreements.
More specifically, a Service Level Agreement is a contract that specifies the quality and speed of service that the IT team is expected to provide. For example, a company's SLA could specify that a particular server cluster must experience 100% uptime. In this case, the IT staff would spend extra time and money ensuring that this server cluster never experiences a failure. There could be another component of that SLA which says that any problem that prevents a user from doing their job, such as a keyboard or monitor failure, must be resolved within 1 hour. Sometimes a company will have different SLAs for different users, specifying that the same situation be handled differently depending upon who asks for the service. An example of this would be a VIP receiving faster response times than other workers. A company can have many different SLAs, or only one SLA that covers all aspects of their IT service operation. Regardless of how many SLAs a company has and of how they are set up, SLAs are only relevant if IT follows them. The measurement of IT conformance to SLAs within a company is called Service Level Management.
SysAid's Service Level Agreement (SLA) / Service Level Management (SLM) module allows you to define SLAs for your company within SysAid according to the agreements you follow today. SysAid SLA/SLM gives you the flexibility you need to take the complex SLAs of your IT staff and implement them in a form where they can be measured and reported on automatically. You can easily see deviance from predefined SLAs, as well as outstanding performance. Most importantly, SysAid offers you the in-depth detail you need to analyze the root cause of SLA non-conformance and to make sure that your service level is always the best.
The following help files are designed to help you understand and use SysAid SLA/SLM.
The different components of SysAid SLA/SLM are all related, and the order in which you set things up matters. For that reason, we have created a recommended path you take through the help files to learn how to configure and use SysAid SLA/SLM.
Part 1: Defining SLAs
Part 2: Measuring performance against SLAs
Part 3: Viewing performance
To make your life easier as you configure SLA/SLM:
Many elements of SysAid SLA/SLM are interdependent. Setting up SLAs and measurements within SysAid will be much easier if you plan out your SLA requirements or desired measurements before you start entering them into SysAid.