There is little flexibility in reporting.Someone set an SLA a decade ago, and today it’s honored simply because it’s there. In fact, more often than not, they’re inherited. SLAs seldom seem to change or evolve at the same pace the business does. SLAs don’t always align with business priorities.Plus, the SLAs often have to be custom or hard-coded into many service desks, meaning it can take days of development effort to change them. To see how they’re performing against SLA, many IT managers have to extract a ton of raw data, write custom queries, and build elaborate Excel formulas and reports. Tracking SLAs is difficult, and changing them is even harder.In practice, though, IT teams often run into one or more major challenges: This all sounds simple, right? In theory, yes. They focus IT teams on which incoming issues matter the most. Improving productivity and morale - SLAs define the urgency of incoming requests.An SLA enables stakeholders to have structured conversations based on already agreed-upon terms. Nobody wants to be hearing from a customer ten times a day or,on the other hand, allowing a customer to quietly stew over their unspoken expectations for service performance. Formalizing communication - Conversations with stakeholders about IT issues can be difficult.By defining what happens in the event of a breach, they reduce uncertainty. Strengthening IT’s relationship with customers - SLAs ease the concern over risk, which improves trust between parties.Implementing SLAs can benefit your IT team in numerous ways that include: They manage customer expectations and allow your team to know which issues you are responsible for resolving.With SLAs in place, there is mutual understanding of service expectations.

SLAs are a foundational agreement between your IT team and customers that are important in building trust.

Turnover rate definition