SysAid Service Level Management
Create and manage service level agreements for the quality and speed of service that your IT team is expected to provide. Define routing rules, priorities, due dates, and escalation rules for each service and SLA, and measure how your service desk is performing via a real-time graphical dashboard.
Service Level Management Based On ITIL Best Practice
If ITIL’s service level management best practice isn’t right for you and your organization, then with SysAid ITSM, it’s easy to configure and customize the out-of-the-box service level management capabilities to meet your exact needs.
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Service Level Agreements (SLAs)
Integrated with the Service Desk
Integration with the SysAid Service Desk makes SLA measurement and adherence easier. Within each incident, or service request, record you can quickly see the SLA that relates to the incident or service request. With this information, service desk agents can follow the steps needed to ensure that they meet the SLA.
Configure SysAid Service Level Management to Suit Your Needs
Create and customize your own SLAs and measurements to suit your specific IT and business requirements. Specify which users get VIP service, analyze SLA performance by service desk agent, and determine the optimum, warning, and critical values for your service level management and operational dashboards.
SysAid Service Level Management Dashboard
- View your current performance
- Predetermine the values of your optimum, warning, and critical performance levels
- Drill down from a higher-level management perspective all the way to a specific incident or service request record
- View your daily performance over the previous 60 days to identify both positive and adverse trends
- Percentage of incidents resolved by first level support
- Average time to resolve incidents
- Percentage of reopened incidents
- Average time to respond
- Percentage of urgent incidents
Instantly Evaluate Your IT Performance
If you notice that the percentage of reassigned incidents has been going up, then drill down on the measurement to see the individual incident records used in the calculation. Locate the issue, take the necessary actions to fix it, and improve your future performance against SLAs.