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How to automate SLA Selection

Albina Bardhi -

 

Simplify and accelerate Service Level Management with automated selection of SLAs

As a Hornbill Service Manager user, you manage a portfolio of services, each with its own service level requirements. Manual selection of an SLA adds time to every ticket, so Hornbill lets you apply simple rules to automate SLA selection and streamline delivery.

What you can do with Hornbill SLAs:

  • Create and apply new SLAs in minutes.
  • Apply rules to automatically select an SLA based on custom variables (like Customer, Catalog Item, and Category).
  • Apply multiple SLAs to a service to ensure the right SLA is used for each scenario.
  • Reduce time per ticket. Increase ticket throughput. Reduce backlog.
  • Accelerate delivery speed and improve customer satisfaction.

In this video, we show you how to set up and test automated SLA selection in 3 simple steps.

1. Create a new SLA

The first step in automating SLA selection is to create a custom SLA for your service. Within the Service Manager interface, navigate to the relevant service (in the Service Portfolio), go to the SLA tab, and click on the "New service level agreement" button. Provide a name, description, and working time calendar to define support hours. Set parameters such as response and resolution targets for the SLA.

2. Configure SLA rules

Once you've created your SLA, it's time to configure rules for automated SLA selection. Go to the "Manage rules" tab and add rules based on various conditions such as organization, or request type. These rules dictate when each SLA is applied, ensuring efficient management of requests and timely delivery.

3. Test your setup

Once your SLAs and rules are configured, raise a few sample requests, observe how SLAs are assigned based on your rules, and verify that the rules you have applied are working as intended.

Get started today

Automated SLAs free-up valuable time and resources. By eliminating manual SLA assignment, your team can process more requests, eliminate the backlog, and shift focus to more strategic tasks.

For more information on Service Level Agreements:

 

Hornbill ESM

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