SLA's help the IT help desk team to work under pre-defined time contraints depending on the nature of a problem. ServiceDesk Plus helps you do exactly that! Once you have setup the SLA's in ServiceDesk Plus, you can track compliance of SLA's and ensure user satisfaction.
Not considering the time you spend on defining Service level agreemnet with the end users!, you can define an SLA in ServiceDesk Plus within 5 minutes. The service level agreements are site specific and the criteria dropdown makes it easy and fast to setup SLA creations.
Define the service level agreement with your end users and make sure that your technicians provide timely service with the help of ServiceDesk Plus. You can send an alert message through mail to any number of technicians, when a ticket is not closed within the defined time. This way you can efficiently track SLA compliance of your Help Desk team.
ServiceDesk Plus tip: It will be highly beneficial to use SLA's along with Business rules.
Ex. Set a business rule for tickets that contain "department" as "data center", and the "sender" is firstname.lastname@example.org to be marked as "HIGH" priority. And if you had set service level agreements for a high priority ticket, that would become applicable to this ticket and you can track the SLA compliance.
Team Leader IT System Management
American Transmission Company