Create Service Level Agreements (SLAs) that specify the quality and speed of service that your IT team is expected to provide, and make sure to meet these SLAs with predefined routing rules, priorities, due dates, escalation rules, and operating times. The SLA/SLM module comes with preconfigured measurements so you can get started right away.
You can create a Service Level Agreement (SLA) that states what you should do for any and every scenario in your IT department:.
SysAid makes meeting your SLAs easy because all SLAs are completely integrated with your help desk. Within each service record, you can instantly see the agreement that it’s a part of. With this information, you can make sure your support team follows the necessary steps to fulfill the SLA. This ensures end-user satisfaction, and keeps your team on top of assignments according to standardized procedures.
Create and customize your own SLAs and measurements to suit your specific requirements. Specify which users get VIP service, analyze SLA performance per admin, and determine the optimum, warning, and critical values for your dashboard.
The colorful charts in the Service Level Management Dashboard give you an immediate visual overview of your current performance against your SLAs:
SysAid provides you with built-in measurements that you can use to evaluate your performance for each SLA. SysAid automatically measures how your help desk has actually performed in comparison to how it's supposed to perform as stated in your SLAs. Built according to service management industry best practices, some of these measurements include:
Because the SLA Management module is completely integrated into SysAid, it automatically calculates important measurements so you can get an instant snapshot of your performance in real-time in the Manager Dashboard. Notice that the percentage of reassigned incidents has been going up? Drill down on the measurement to see the individual service records used in the calculation. Locate the problem, take the necessary actions to fix it, and improve your future performance.