Run: operations and support · ITIL 4 · Engage · Deliver & support
SLAs and availability
SLAs measured right: in business hours, with holidays, pauses and monthly compliance.
ITIL 4 practice · Service level management
What it does
- Response and resolution times in business hours with calendars and holidays
- SLAs by service, customer or default, with pause rules
- Warnings before a breach and monthly SLA performance
- Measured service availability against the SLA target
Measurable benefits
- SLA complianceshare of incidents with response and resolution on time each month, against the target
- Service availabilitymeasured availability of every service against the agreed target
- Request deadlinesshare of requests fulfilled within the catalogue deadline
The application calculates these indicators from your own data, so you can prove the improvement with numbers from the first month.
Details in the documentation →Related article: SLAs measured the right way →
More features in this area
Run: operations and support
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