Service Level Management allows your system administrator to define service targets for the IT service desk team, and have SAManage monitor and alert on missed SLA targets.
To get started, create your organizations’ SLA target rules by visiting Setup -> Service Level Management:
Each SLM Rule has a target and an action. A target is what you wish to measure against and the SLA goal as defined in minutes, hours, or days. An Action is what to do when a target is missed. Current supported actions includes changing an incident’s priority, reassigning the incident to a new member of the team such as the team leader, sending a notification to the incident owner or the team leader, and adding tags to the incident (to make it easy to search for these incidents later).
Next, go to your service desk and add the Service Level Management column to your view. Now you can easily see incidents that are currently in an SLA breach (the red dot) or incidents that previously had an SLA breach (the hollow red dot). Hover on the dot to learn more:
When displaying the incident details, the SLA breach information is displayed right at the top. As above, a solid red dot means the incident has an active SLA breach, whereas the outline red dot means the SLA breach is resolved:
We also made it easy to filter out incidents with SLA breaches by either using the new report (“All missed SLAs”) under Incidents, or the new “Service level target” criteria and the SLA rule as your filter:
Finally, but importantly, there is a gorgeous looking new widget waiting for you on your dashboard. Use the new widget to view your SLA over a certain period:
The widget above shows that there were 3 SLA breaches events for all 14 incidents created in the past 7 days. Even more importantly, the widget will change the font color to reflect the overall SLA mood in your service desk!