Service Level Agreements

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I implemented Service Level Agreements (SLAs) to provide predictable support.

Efforts:

  • Focusing my team’s work by creating and refining Jira dashboards that simplified what to work.
  • In conjunction with the above, getting the backlog down from ~1000 to ~100 tickets, to prevent looming work from impeding current issues.
  • Identifying ideal ticket-team matches and coordinating knowledge transfer sessions to fill in gaps.

Wins:

  • Completing 97+% of tickets within the SLA window.
  • Completing 95+% of escalated tickets within the day.

Learnings:

  • Advanced Jira dashboards and JQL.
  • You can’t make someone do something they’re not capable of.