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SLA Management
SLA Management

Hold your IT team accountable to service level targets

Make your IT service delivery efficient, consistent and predictable with service level agreement (SLA) management

Stay on top of your requests

Clear expectations and accountability

By establishing standards, IT teams are held accountable for meeting these service quality benchmarks

Improved end-user satisfaction

Consistently meeting or exceeding SLA targets helps build trust with end-users and makes IT teams happier

Operational efficiency and continuous improvement

SLAs enable IT teams to track and monitor performance against set goals, and identify areas for improvement

Manage workloads. Set clear timelines.

Streamline SLA management with precision, ensuring timely, efficient, and consistent service delivery.

SLA management for service requests

Setup service level agreement policies for every type of request so that your team can properly prioritize their workload based on business impact and address high priority issues quickly.

This way, your end-users know what to expect when they raise a service request and your team can have policies for every situation like employee segments or service category.

SLA monitoring for incidents

Modern ITSM software (like Atomicwork) empower IT teams with SLA metrics like first response hit and miss rate, and Resolution SLA hit rate and miss rate so they can focus on continual service improvement and delivery.

This also helps improve resource allocation, reduce TCO and aligns IT objectives with business objectives.

SLA escalations to manage business expectations

Alerts and SLA breaches are an essential part of SLA management so it’s important to make sure that breach notifications and escalations can go all the way to the top, depending on the priority and impact of the request.

Notifications through Slack and Teams, and not just email, will make sure that your agents act fast to minimize impact.

SLA reporting for informed decision-making

Comprehensive SLA reporting provides valuable insights into service performance and compliance, enabling IT teams to make data-driven decisions.

By analyzing trends and identifying areas for improvement, organizations can enhance service quality, optimize resources, and align IT services more closely with business goals. Regular SLA reports ensure transparency and help in demonstrating the value of IT services to stakeholders.

Custom policies for precision

Define SLAs for every request type, workspace, and incident category

Set business hours

Align SLA policy targets with your operational schedule, ensuring timely and efficient responses.

An SLA policy for every type

IT teams can define SLA policies for each request type, ensuring precise prioritization and tailored response times for optimal service delivery.

Custom SLA policies for every workspace

Empower each workspace to set its own SLA policies for tailored service management.

Escalate Breach Notifications

Automatically escalate breach notifications to supervisors or designated personnel to ensure swift action and resolution.

Flexible SLA Policy Creation

Create SLA policies for service items, attributes, and employee segments to ensure precise and efficient service management.

Tailored SLA Policies for Incidents

Define SLA policies based on incident priorities, impact, categories, and subcategories for targeted and effective incident management

Frequently asked questions

Everything you wanted to know about Atomicwork's SLA management policies
What is SLA management in ITSM / IT support?
How can an SLA management software help IT teams?
What are some common SLA metrics to track in ITSM?
How do you manage SLAs effectively with Atomicwork?
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