Service Level Management
Track, manage, and optimise SLAs with Servicely’s Service Level Management platform.
manage performance and build trust with Service Level Management
SLAs are essential for guaranteeing that IT services meet agreed-upon quality and performance standards, fostering trust and satisfaction among end-users. By defining and monitoring service levels across various services and business units, you can drive operational excellence, optimise costs, and ensure that exceptional service quality is consistently delivered.
Boost customer satisfaction with reliable service
Get ahead of service issues with proactive monitoring
Align with contractors to ensure timely delivery
Enhance Your Service Levels
Improve end-user satisfaction
Increase service productivity by 50%
Complete visibility on SLA adherence and performance
Real time visibility over SLA adherance
IT teams require full visibility into their SLA commitments to ensure requests and issues are managed efficiently. Servicely simplifies this by tracking SLAs across all tickets, offering intuitive reports and dashboards that give you a clear view of progress. With countdown timers, real-time alerts, and automated notifications, you stay fully in control—keeping track of milestones and proactively addressing potential issues, ensuring a smooth, on-time delivery of services.
Configure dynamic SLAs
Different requests and teams have unique needs, so your SLAs should be just as flexible. With Servicely, you can easily set custom SLAs to match any scenario, ensuring the right response times and expectations for every situation.
Configure sLA workflow automations
With our intuitive drag-and-drop workflow builder, you can easily automate how SLA breaches are handled. Set up notifications for near breaches, automate communications with end users, and configure automatic escalations so management can step in before issues escalate.
Our Service Level Management Advantages
SLA timers
Track SLA progress in real-time to ensure timely issue resolution.
Complete visibility with reports and dashboards
Gain full insight into SLA performance with reports and dashboards.
User notifications and status updates
Keep users informed with updates and alerts throughout the process.
Exceed expectations and improve end-user satisfactions
Deliver faster, more reliable service to boost user satisfaction and loyalty.
SLA timers
Track SLA progress in real-time to ensure timely issue resolution.
Complete visibility with reports and dashboards
Gain full insight into SLA performance with reports and dashboards.
User notifications and status updates
Keep users informed with updates and alerts throughout the process.
Exceed expectations and improve end-user satisfactions
Deliver faster, more reliable service to boost user satisfaction and loyalty.
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I still can’t believe how lucky we were to discover and switch to Servicely. When moving from our previous ITSM from a major provider, I didn’t think we’d be able to find a replacement for a reasonable price that had the same functionality - ability to handle our service catalogue, new user onboarding and offboarding and CMDB discovery integration. The team at Servicely not only achieved this goal, but got us setup in just 6 weeks.
Servicely has been absolutely transformational for our customer service management. We were previously using a major tool that, despite the price tag, wasn’t capable of fulfilling our needs. We’ve been able to reduce our platform costs by 73% and service management costs by 40%, while increasing our level of service and gaining a new self-service portal for our customers.
Working with Servicely to implement our new ITSM solution has been a resounding success, streamlining our processes and significantly enhancing our operational efficiency since moving on from our legacy on-prem solution. The introduction of the self-service portal has empowered our customers, making interactions more efficient and accessible, while the AI features have enabled our support team to proactively address issues with greater precision and speed.
I had thought that service desk tools were all much the same, but I was initially astonished and later delighted about how easy Servicely is to use, and how effective and transitioning manual workflows to automation. I had some trepidation about whether our customers would embrace the self-service portal, but it is proving very popular.
Servicely has enabled us to integrate all our significant enterprise services under one pane of glass. I was surprised and delighted to learn that we could apply the same speed, accuracy and user experience to our customer service processes as well.
For us Servicely has been an excellent upgrade. With Servicely we can integrate into our environment and do service desk the way we want to do it, rather than getting locked into a rigid ecosystem.
Overall Servicely has very good automation capabilities, and definitely serves the purpose for self-help. It is also much more cost-effective than other options we looked at. The implementation approach was very flexible. We had a very positive experience dealing with Servicely.
Servicely was simple to integrate and effective from the get-go. It brought us a lot of efficiencies, and definitely helped us reduce costs. The Servicely team have been great, easy to work with, and super responsive.
FAQs
What is an SLA?
A Service Level Agreement (SLA) is a binding agreement between a customer (or end-user) and a service provider that defines the level of service expected from the vendor, laying out metrics by which service performance is measured and any steps taken to remediate cases where service levels are not achieved.
Why is SLA management important in ITSM?
Why most people would immediately think about an SLA in the context of a vendor-customer relationship, SLAs are also important in IT Service Management (ITSM).
In ITSM, SLAs define the commitment between the IT service team and the business’ end-users for expected service standards, response and resolution times and overall service quality.
SLAs are critical in ITSM to:
- Set clear expectations for service delivery
- Establish accountability for both service agents and end-users
- ALign IT services with business objectives
- Drive continuous improvement through performance monitoring
Can I create different SLA requirements for different requests or processes?
Yes. Servicely’s highly-configurable functionality allows you to create a range of SLAs for different services. For example, a software incident may have a resolution time expectation of 24 hours, but a new hardware request may be up to a week to account for approval processes and shipping times.
How can I ensure SLAs are met in Servicely?
Servicely offers Service Managers and members of leadership teams a range of methods to ensure SLAs are adhered to:
- Creating a single system of record and action - by having all service requests, incidents and more in Servicely, you can now track all relevant metrics in a single place
- Reports and Dashboards - view high level information on SLA performance or deep dive into reports to find
- Creating a self-service portal - there is no better service resolution than an instant self-service. By creating a service portal where end-users can immediately resolve their requests via the knowledge base and AI virtual agent, you can drive massive resolution time improvements.
- AI Copilot - Using Servicely’s AI Copilot, service agents will have the ability to resolve incidents and requests up to 3 times faster
- Reminders - critical SLA-related reminders are setup for when a ticket is close to the expected SLA threshold
- Workflow automation and orchestration - with automated workflow journeys setup (e.g. for approval processes or to carry out actions instantly) requests and incidents can be resolved much faster, with less manual labour
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