Use Cases for Service Desk & ITSM Teams
ITSM teams manage both customer-facing SLAs and internal OLAs. SLA Time and Report supports tracking and improving service performance across service delivery chains.
Key Metrics and Tasks
How to Create and Measure OLA in Jira:
Configure internal goals (OLAs) for sub-teams (for example, a Resolve Incident OLA for the network team). This allows tracking how quickly internal groups react to escalations while keeping the external SLA intact.
SLA Goals as Escalations:
Configure automatic actions when a certain time threshold is reached (for example, at 80% of the SLA). Actions may include priority change, automatic assignment, or workflow transitions.
Sending Notifications Before SLA Breach:
Send reminders to agents hours before an SLA breach using Jira Automation based on SLA time data.
SLA Status and Target Date on the Customer Portal:
This is critical for transparency and ITIL compliance (see below on how to add custom fields in the Customer Portal).
Practical Tips for ITSM Teams
Use SLA Widgets, Dashboards and real-time SLA Grid for monitoring of incident trends and SLA health.
Create dedicated SLA rules for Major Incidents to ensure accelerated reaction and coordination between teams.
Configure separate operational hours for each IT sub-team (Network, Security, DevOps) to ensure accurate SLA calculations.
Below are pages with different use cases that may be useful for you:
If you need help or want to ask questions, please contact us through SaaSJet Support or via email support@saasjet.atlassian.net
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