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SLA Management for IT Services

Service-level agreements (SLAs) are crucial for defining and managing the support levels you promise your employees. In an IT Services organization, this translates to clear policies and timelines for managing incidents, problems, and change requests. Configure SLA policies and milestones easily with the simplified setup experience that has fewer steps. Make the most of the predefined SLA policies for incidents, problems, and change requests.

Required Editions

Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.

SLA policies and milestones benefit your IT service delivery in these ways:

  • Reduced Implementation Effort: IT teams don’t need to build SLA policies from scratch. As the predefined policies align with standard frameworks such as ITIL, you can deploy them quickly and realize immediate value.
  • Enhanced Productivity and Efficiency: With clear, automated milestone tracking rules built into these predefined policies, IT support reps gain a structured timeline of required steps and their service targets. This clarity helps them prioritize tasks, ensure timely resolution, and minimize SLA breaches, thereby boosting overall productivity.
  • What Are SLA Policies, Entitlements, and Milestones?
    Service-level agreement (SLA) policies, entitlements, and milestones are key components of IT service management. This topic defines these terms, explaining how they help define, enforce, and track service levels for support records.
  • How Operational Level Agreements and Service Level Agreements Are Used in IT Services
    Review how service-level agreements (SLAs) and operational level agreements (OLAs) work together in IT Services.
  • Set Up SLAs and Milestones for IT Services
    Define service delivery standards for your IT teams. Use a predefined service-level agreement (SLA) policy for quick setup or customize your own policy to match your business needs. Set up the option to manually pause and resume milestone timers and give your support reps more control to accommodate unforeseen delays.
  • Work with SLAs and Milestones for IT Services
    Work with service-level agreements (SLAs) and milestones to define, track, and enforce service delivery standards for your IT teams. Use predefined SLA policies for common IT service requests or create your own custom policies.