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5 min read

Why Operational Level Agreements Matter & How to Use Them in Vivantio

By Andrew Stevens on 2/28/20 9:00 AM

WHAT ARE OPERATIONAL LEVEL AGREEMENTS?

In order to provide excellent customer service, you need to meet your service level agreements (SLAs): the agreements you have with your customers about the level of service you’ll provide. But how do you make sure you’re doing that? And if you’re not doing it, how do you understand why? The first step is making sure you hit your internal goals: your operational level agreements (OLAs).

Whereas SLAs are focused on the customer, OLAs are in place to describe the level of service your internal teams can expect from each other. These might include relationships between your front line service desk and the teams who support them: network support, operations management, application management, desktop engineers, etc..

They can–and should!–be used as a key metric in service management because they allow teams to understand where bottlenecks are, and why they’re not hitting those all-important SLAs. OLAs should also be transparent so that everyone knows what their own targets are, and the impact it has on the rest of the business.

However, sometimes service teams bite off more they can chew when attempting to measure SLAs and ultimately fail to meet them. Instead of setting goals for the sake of having them, start small by clarifying or setting up OLAs within your ITSM software tool. From there, you can begin building out SLAs.

Here’s how you can use task management in Vivantio to ensure your OLAs are being met.

TASK MANAGEMENT IN VIVANTIO

Task management in Vivantio can help companies meet OLAs and, in turn, meet target SLAs. Task management can be enabled in all ticket types in the Vivantio service management platform.

In Vivantio Pro, you can assign tasks to licensed technicians. Vivantio ITSM goes a step further and allows you to assign tasks to both licensed technicians and non-licensed end-users.

With task management enabled, technicians can create tasks for the different work required to complete the ticket. The list of tasks can be viewed easily from the ticket. Tasks have the same core capabilities as tickets, including their own set of configurations (categories, status, etc.) and of course a full history of the work done.

There are three ways that tasks are created in Vivantio: Ad hoc as needed, via trigger rules, and through Vivantio’s workflows. Regardless of the way tasks are created, you can easily view them from the ticket to track progress. Here are examples of creating a task using each way.

AD HOC TASK CREATION

Within Vivantio, users can create ad-hoc tickets as needed in order to request internal or external help to meet an OLA. Perhaps a technician is working on a P4 support request that came in with a corresponding SLA of 16 hours. While working on the request, they discover they’re not trained in a specific area of the required work and will need to ask their colleague for help.

To do this, they can manually assign out an ad-hoc task from within the ticket to their colleague – or if they don’t know who specifically to ask, an assignment group – describing what they need help with.

At this time, four hours have already passed on the SLA and only 12 hours remain. When assigning out the task, the technician gives the task an appropriate OLA to ensure that their colleague knows when they need to have the work completed in order to meet the ticket’s SLA.

Screenshot of ad-hoc tasks outlines

This is a simple way to get started with OLAs. You might wonder why you don’t just re-assign the ticket, but there’s a few advantages in using task management. First up, you get to track each different piece of work separately; one ticket might need work to be completed by four different teams.

Vivantio will let you track the time each team/user owned the ticket, but it’s a lot easier to understand the timeline of a ticket when you’re using task management. Second, and we’ll talk more about the importance of this in a later blog, you improve the customer experience by ensuring the customer has a single named point of contact for their ticket so they don’t end up feeling like the buck is being passed.

Third, you make it very clear to other teams exactly what they do and don’t need to do so there’s no digging through the ticket history to find out their role in resolving this issue.

TASK CREATION VIA TRIGGER RULES

You can automate task creation within Vivantio using trigger rules. For example, when a request is logged reporting that a computer is lost or stolen, there are tasks that always need to be completed by both the IT team and the security team. Due to compliance reasons, it is required that this kind of request needs to be closed out within an eight-hour SLA.

Trigger rules can be created to automatically assign out the required tasks to the IT team and security team any time a lost or stolen computer request is logged. The tasks can have their own associated OLAs so that the teams know how long they have to complete the work in order to meet the request’s SLA.

The below screenshot shows two tasks that were automatically created via trigger rule due to the type of ticket that was logged.

Screenshot of trigger rule tasks outline

Clicking into one of the tasks, we can see the SLA for the task, providing the target time to complete the work by.

Screenshot security task outline

This is a simple way to get your team started using tasks for repetitive work requests. Sometimes though, this isn’t quite enough. You need to ensure tasks are completed in a certain order, or tasks are only worked on after approval has been given. If that’s the case, then you need workflows.

WORKFLOWS

Automated workflows within Vivantio can also help you and your team manage your OLAs. For instance, say a customer of a software company submits a support request, which requires a specific process involving multiple people to complete. The request falls into a P2 priority request with a close SLA of 40 hours on a 9-to-5 working time plan, or five business days from the customer’s view.

Based on the category of the request, four different support teams will need to work on the request in a sequential order. In Vivantio, a specific workflow which automates the assignment of the process tasks is automatically kicked off using Vivantio’s trigger business rules.

Tasks are automatically assigned out to each team when it is their time to complete their portion of the work. In order to meet the SLA agreed upon with the customer, the total time in the SLA is broken down into OLAs, or smaller chunks of time which are allocated to each team.

Screenshot of OLA workflow diagram

There are several tasks that need to be completed by different teams and technicians during the workflow. In order to make sure to meet the target SLA, you can use operational level agreements for each task that is assigned out in the workflow.

This allows each person who is assigned a task to be aware of how much time they have in order to complete the task. The target OLAs for each task are set up to leave time for the transition between tasks and to complete the tasks themselves.

CONCLUSION

If you’re wondering why you aren’t meeting your SLAs, then implementing OLAs is a good first step in understanding why. Whichever approach you use for Task Management in Vivantio, you can use the reporting tools you’re already familiar with to review your performance, understand which teams are creating bottlenecks, and fix the issues at the source.

Topics: Service Management SLA ITSM Customer Center Customer Service Automation IT Service Automation OLA
3 min read

5 Ways Service Automation Can Transform Service Desk Operations

By Staff Writer on 3/1/18 9:00 AM

EFFECTIVE SERVICE AUTOMATION HELPS YOUR TEAM KEEP UP.

Customers expect faster and more individualized attention than ever, leaving teams struggling to keep pace with an ever-increasing influx of customer requests.

No longer can spreadsheets or other manual processes handle the constant inflow of requests. Service teams can look to one solution: automation. Let’s take a close look at five ways to use service automation to transform your service desk operations.

1. WORKFLOW MANAGEMENT

Automation in workflow management plays an important role in dealing with requests consistently and effectively. By assigning tasks to the right people at the right time, you can remove bottlenecks and inefficiencies in your standard processes.

There are a number of ways to improve on an organizations’ workflow processes through automation:

  • Intelligent technician assignments
  • SLA driven escalations
  • Conditional actions based on customer selections

If you operate with a large service team, intelligent routing can assign issues to the most knowledgeable technicians automatically, reducing the burden on your first line teams. By orienting your escalations around your SLAs, you can ensure that the right people are involved with each issue. By offering more conditional choices for customer input, your agents can get the information they need to resolve the issue more quickly.

 

2. TICKET PRIORITIZATION

SLAs are created to define service expectations between a service provider and end-users. To improve customer satisfaction, SLA response and resolution times are often set based on ticket priority, allowing your technicians to accurately identify how much time is available to respond to incoming requests. However, it’s important to recognize not all tickets are created equal. For example, a small issue might become a big problem if it’s for a VIP user. Automatic ticket prioritization helps remove uncertainty about what to work on and when by using a rules-based approach to setting the importance of work.

 

3. SERVICE NOTIFICATIONS

Making sure the right people are notified about issues at the right time and through the right channel is essential for smooth operations management. If someone logs a ticket about a service not working, then the service owner should be notified immediately–not after someone in the call center has spent a couple of hours finding out who owns the service, and how to get hold of them.

Automatic notifications get the right information, to the right person, at the right time. Set conditions around technician communications for specific issue types and priorities. Automating these communications throughout the service process saves considerable staff time, provides transparent communication and helps to provide updates constantly.

 

4. SERVICE REPORTING

Automated business intelligence tools can help you put service metrics front and center. Regardless if you utilize them, it’s important you get regular access to deep insights into your service desk performance, including:

  • Ticket generation by customer type and specific customer
  • Close rates by employee and close time averages
  • Tickets per employee by shift, day, month or other date range
  • Ticket categorization and issue frequency

Scheduling reports around these metrics can automatically inform managers about performance data so that they have oversight over their whole team. These templated reports can send on a periodic basis so that no manual work is required to keep important individuals in the loop.

 

5. KNOWLEDGE BASE

The knowledge base is a powerful addition to many service desks because it gives users the power to solve issues themselves. Why wait for a technician to get back to you to reset a password when you can do it online? Or maybe that printer ink arrived, but you don’t know how to open the printer. Do you want to wait two days for Ian to visit on site? Or watch a two minute video, do it yourself and get that report on your CEO’s desk today?

Companies can give their end-users access to frequently asked questions via company branded portals, with intelligent tools that allow them to solve issues without input from your team – leaving your technicians to focus on the things that you’re paying them to do.

The knowledge base isn’t just for your end users, though. Maybe you don’t want your users trying to replace laser toner themselves – after all, it could be dangerous! But your technicians can’t be expected to remember the specifics of how to get under the hood of that one printer you purchased in the ’80s from someone who went out of business in the ’90s. Automatic article suggestion based on keywords or categories is just as useful to get that out-of-print user guide in front of your technicians as it is to get those password reset instructions in front of your end-users.

Vivantio is a leader in service desk automation and ITSM software. With Vivantio, companies can manage incoming email, track messaging histories, route tickets to the right teams or employees, escalate critical issues, conform with scheduling, prioritize tickets and integrate with other service tools – all powerful, automated actions designed to increase efficiency across companies’ service teams.

 

CONCLUSION

These areas are only a few that can be improved with effective service automation. Make sure you fully understand all of the benefits your team can get from automation by reviewing your processes and identifying what areas can be streamlined and improved.

Topics: Service Desk Software IT Service Automation Service Automation