Guarantee Excellent Support and Improve Your IT Performance with SLA!

With SysAid's SLA Management, you can create Service Level Agreements (SLAs) for the quality and speed of service that your IT team is expected to provide. The SLA Management module gives you the automatic reporting tools you need to get an immediate snapshot of how you're managing to meet your SLAs. Ensure that you are providing the best possible service and improve end-user satisfaction!

Get centralized access to a real-time evaluation of your IT performance. Make informed business decisions on how to improve your IT performance and meet your goals!

Implement Standards for Better Service Quality

Create Service Level Agreements (SLAs) that specify the quality and speed of service that your IT team is expected to provide and make sure that you 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 immediately get started!

Instantly Evaluate Your IT Performance

Having an easy and efficient way to evaluate your IT processes is crucial even for the smallest of companies. The SLA Management module is completely integrated with SysAid's helpdesk, so it automatically calculates important measurements and grades your IT performance. You can get an instant snapshot of your performance in real-time in the colorful Service Management Dashboard.

Identify Root Causes for Faster Problem Solving

Notice that the percentage of reassigned incidents has been going up? Drill down on the measurement so that you can see the individual service requests used in the calculation. Locate the problem, take the necessary actions to fix it, and improve your future performance.

Customize the Settings to Suit Your Needs

Because your IT department has its own unique set of processes, you can easily 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. It's up to you to decide!

Service Level Agreements

You can create a Service Level Agreements (SLA) that states what you should do for any and every scenario in your IT department.

• Create and configure multiple Service Level Agreements (SLAs)
• Specify SLAs for individual users as well as companies as a whole
• Set up different operating hours for different SLAs
• Set up advanced measurements using various built-in function

For every SLA you create, you can define matching routing rules, priorities, due dates, escalation rules, and operating times.

SysAid makes meeting your SLAs easy because all SLAs are completely integrated with your helpdesk. Within each service request, you can instantly see the agreement it’s a part of. With this information, you can make sure your support team gives it the proper attention it deserves and follow the necessary steps to fulfill the SLA. Ensure end-user satisfaction, work more efficiently, and stay on top of your assignments according to standardized procedures.

Service Level Management

SysAid provides you with built-in measurements you can use to evaluate your performance for each SLA. Built according to service management industry best practices, some of these measurements include:

• Percentage resolved by first level support
• Average time to resolve incidents
• Percentage of incidents reassigned
• Percentage of reopened incidents
• Average time to respond
• Percentage of incidents entered manually
• Percentage of urgent incidents

SysAid automatically measures how your help desk has actually performed in comparison to how it's supposed to perform as stated in your SLAs.

Service Level Management Dashboard

In the SLA Management Dashboard, a colorful dashboard chart gives you an immediate visual overview of your current performance against your SLAs. You’ll know instantly whether or not you’re meeting your targets. These charts also help you forecast your future performance and create new goals. Identify and measure your successes and develop new strategies to meet your future goals!

• View your current grade
• Predetermine the values of your optimum, warning, and critical grades
• Drill down from a higher level measurement all the way to a specific service request
• View your daily measurement grade over the previous 60 days to identify trends and forecast future performance