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How to Use JIRA Service Desk to Monitor and Measure SLA

Service Level management (SLM) is a vital process for every IT service provider organization in that it is responsible for agreeing and documenting service level targets and responsibilities within SLAs. Defining acceptable response and resolution times is a key task in the production of IT service level agreements(SLAs).

SLA response times and SLA resolution times are two major measurements. SLA response times usually refer to how quickly you will respond to a technical issue being raised via phone, email or other methods and a resolution time refers to how long it takes from the time an issue is logged until it is fully resolved.

Alerts/requests response targets are measured by sending acknowledge email to stakeholder both in own organization and client side. There is no easy way to calculate the response times for each alerts/request by the emails. JIRA service desk plugin is a solution to monitor and measure SLA response times and SLA resolution times if you have configured all the inbound tickets/request will generate a ticket in your JIRA project.

After you apply the JIRA service desk plugin for your JIRA project, it will have out of box functionality for you to setup the ticket’s workflow and metric. For example, you can create an issue type and its workflow which named service request as a common one in project settings — > JIRA workflows — > issue type.

Below is the diagram for the issue type:

The original though is we will need to triage the open request/alerts in the ticket pool. You don’t want to the ticket stay at the open status and no one to take care of it. Then can create a metric by Project setting — > SLAs — > New metric.

Below is an example metric for time to acknowledge:

By defining the start/stop conditions and SLA targets, you can monitor and measure the ticket acknowledge times. In the Goals section, it will filter the JIRA tickets by priority and Severity and setup expected response times base on this.

After all, you can monitor and measure the ticket status in the queue.

For example, if you want to monitor all tickets which created in past week. You can create a filter and chose columns which you want to show up in the list.

Below is the result to display time to SLA acknowledge times information. Both TEST-01 and TEST-02 ticket are Medium Severity and Critical priority. The target is 1h. TEST-01 break the SLA:  -10m of 1h and TEST-02 meet the SLA: 59m of 1h.

Below is the sample time to resolved metric and result. 48h is the resolution time target.

Setting SLA targets provides you with a valuable opportunity to manage your customer’s expectations and protect your business. Most importantly, it gives you a chance to present a realistic view of what can be expected of you.

By using service desk plugin, it will be more efficient to overview all ticket status and continuously to improve managed service offering.

The ITIL definition of service desk is: “The single point of contact between the service provider and the users. A typical service desk manages incidents and service requests, and handles communication with the users.”

Source: ITIL 2011 glossary

https://www.axelos.com/Corporate/media/Files/Glossaries/ITIL_2011_Glossary_GB-v1-0.pdf

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