SLA Management

In a high-demand IT environment, ensuring adherence to Service Level Agreements (SLAs) is critical for maintaining operational efficiency and user satisfaction. Predictive AI brings a proactive edge to SLA Management by forecasting the likelihood that an incident will breach its SLA commitment, specifically the Response and Resolution SLAs.

Use Case

This use case demonstrates how Predictive AI helps prevent SLA breaches by identifying high-risk incidents in real time. By forecasting the likelihood of Response and Resolution SLA violations, it enables timely escalations and smarter resource allocation.

Leveraging historical data and real-time incident information, Predictive AI continuously analyzes patterns and current conditions to determine the risk level associated with each incident.

• Response SLA Prediction: Evaluates the probability that the incident will not receive an initial response within the agreed timeframe.

• Resolution SLA Prediction: Assesses the likelihood that the incident will not be fully resolved before the resolution deadline.

A higher risk level indicates an increased chance of SLA violation, allowing service teams to take proactive measures such as reassigning tickets, escalating issues, or reallocating resources before a breach occurs.

Complementing these predictions is the Risk of Escalation bar, a visual indicator that reflects the probability of an incident requiring escalation to meet SLA deadlines. This bar is calculated based on both current incident conditions and historical resolution patterns. It offers a clear, real-time view of escalation likelihood, empowering IT teams to prioritize efforts, manage workloads effectively, and ensure timely resolutions.

Response SLA

The Risk of SLA breach bar shows the likelihood that the Incident will not meet the Response Service Level Agreement (SLA) deadlines. This assessment is based on analyzing current conditions and historical data patterns. A higher risk level indicates a greater chance of failing to respond within the agreed timeframe, enabling proactive measures to prevent SLA breaches and maintain service quality.

Note

Risk of Response SLA breach bar is displayed when the following conditions are met:

• Status of the Incident must not be closed or cancelled.

• Incident with unrecorded Response SLA.

To view the Risk of Response SLA breach for an Incident, perform the following steps:

1. Log In to the Application as an Analyst.
   

2. Select Service Management Application.
   

3. Navigating to Incident > Manage Incidents.
   Manage Incident - List page is displayed.
   

4. Click Incident ID hyperlink to view the Incident details.
   

5. Navigate to Response SLA widget.
   Observe the Risk of Breach as a bar.
   Figure: Response SLA Widget
   

6. Hover over the Risk of Response SLA Bar, to view details in a tooltip.
   Figure: Risk of Response SLA - tooltip

Resolution SLA

Risk of Resolution SLA breach reflects the likelihood that an incident will not be resolved within the agreed Resolution SLA timeframe. This assessment is based on analyzing both current conditions and historical data trends. By evaluating patterns from past incidents and the present situation, this metric helps predict whether the incident resolution is at risk of exceeding the set SLA limits, enabling proactive measures to avoid potential breaches.

Note

Risk of Resolution SLA breach is displayed when the following conditions are met.

• Status of the Incident must not be closed or cancelled.

• Incident with unrecorded Resolution SLA.

To view the Risk of Resolution SLA breach for an Incident, perform the following steps:

1. Log In to the Application as an Analyst.
   

2. Select Service Management Application.
   

3. Navigating to Incident > Manage Incidents.
   Manage Incident - List page is displayed.
   

4. Click Incident ID hyperlink to view the Incident details.
   

5. Navigate to Response SLA widget.
   Observe the Risk of Breach as a bar.
   Figure: Risk of Resolution SLA Breach
   

6. Hover over the Risk of Response SLA Bar, to view details in a tooltip.
   Figure: Resolution SLA tooltip