Monitoring SLA compliance
SLAs are important metrics that are set to ensure that IT services are delivered within an agreed time period with respect to their priority and nature.
To maintain the agreed SLA compliance ratio of requests, we need to ensure that where possible, their priority is automatically increased when they are about to breach their SLA so that they gain a higher chance of their SLAs being met.
Additionally, this should be accompanied by appropriate notifications to the assigned agent, the service desk team, and the service desk manager, allowing for the appropriate response should the agent not be able to deliver a resolution with the SLA.
In this section, we will look at how to use automation rules to keep abreast of SLAs and how to manage requests when these are breached.
Let's look at an example by creating a rule to monitor the Time to first response SLA and notify the appropriate persons as applicable.
