View and Respond to SLA Notifications

Service Level Management is the process of monitoring and controlling the quality level of the IT services an organization provides. Service Level Management ensures that the IT service is delivered according to the agreed upon quality levels. A Service Level Agreement (SLA) is an agreement between an IT Service Provider and a Service User. The SLA describes the expected performance, the expected time to respond, and resolve the request. As an analyst you can view and respond to the  SLA notifications.

Serviceaide Intelligent Service Management provides you with the capabilities you require to track and meet service level objectives. The key units that are required to measure an SLA are:

Service Metrics

A service metric defines what you can measure. A service metric can be a measurement such as ticket response time and ticket resolution time.

Service Target

A service target defines the time that is assigned for completing the activity being monitored against a service level metric. For example, based on the SLA, ticket response time could be set as 15 minutes. The time that is agreed on is known as the Threshold value.

Support group business hours (the time that the service group is available) and service availability (the time that a service is available) govern SLA measurements.                  

The application administrator can configure SLA targets to get applied to a ticket to monitor the ticket response time, resolution. Multiple SLA targets can get applied to a ticket; with one target being marked as Violation threshold. When an SLA target approaches violation or is violated, the application administrator can configure automatic actions to be executed. The administrator configures actions like sending email notifications to the stakeholders or escalating the ticket to the Next Escalation Group.

Respond to an SLA

The SLA icon on the Ticket Center list displays the SLA status of a ticket. The SLA icon indicates whether SLA is applied or not and also warns of potential breach of the target. You can view the SLA status and can submit a comment about an SLA target. The administrator configures the notifications sent to you when a ticket you are assigned to has breached its SLA target.

Follow these steps:

1. Navigate to WORKSPACES> SERVICE DESK> Ticket Center, and open the desired ticket.
2. Click Service Level Activity in the anchor links.
   Note: You can view a list of all SLA targets applied to the ticket. You can also view the information about the status of the SLA targets.
3. Click the expand button corresponding to an SLA target, to update it.
4. Specify relevant information or add a note in the Compliance Notes field indicating why an SLA was missed.
5. Click Submit.

The Tickets Needing Attention section on Ticket Center workspace displays tickets that violated the SLA target and tickets approaching violation. The application administrator determines the actions that are taken when a ticket violates an SLA threshold.