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      SLA and Queues

      SLA und Queues

      Jira Service Management provides powerful built-in SLAs (Service Level Agreements) so teams can track how well they are meeting the level of service expected by their customers.

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      SLA and Queues icon

      Define goals:


      Create your SLA goals that specify the types of requests you want to track and the time it takes to resolve them. From there, you can define the conditions and calendars that affect when SLA measurements start, pause, or stop (for example, when the office closes for a holiday).

      Organize your request types the way you need them to be

       

      Put the requests you get in an order that fits your business and services. Organize by asset, task type, department or priority and route them directly to the right group or person.

      Set the right priorities


      Some issues need to be resolved immediately others can wait. Smart SLA queues let you see directly where you need to act. If the limits of one or more teams are reached, our SLAs offer the possibility to map different escalation levels.

      References

      JSM solution for maximum customer and service orientation

      ITENOS GmbH, headquartered in Bonn, has been on the market for over 24 years and is an experienced specialist for secure IT and telecommunications solutions. As part of a digitization offensive, the company planned to introduce a new end-to-end solution for IT service management (customer service desk as well as internal IT service desk) and chose catworkx as a strong partner for the project implementation.

      "catworkx was able to convince us with its services. The catworkx employees are competent, responsive to our requirements and responsive. The consulting, workshops and training provided by catworkx have supported us a lot in implementing specific tasks – for example, the connections to other systems."

      Torsten Macht

      Torsten Macht
      System Engineer – Applications

      Read Reference

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