This configuration enables administrators to define and manage Operational Level Agreements (OLAs) across multiple support groups involved in a ticket’s lifecycle. By associating OLA targets with specific teams, organizations can monitor the time spent at each stage of ticket handling and evaluate it against defined operational commitments.
This capability provides improved visibility into team-level performance and operational efficiency, helping organizations identify process bottlenecks, detect potential SLA violations, and support more accurate KPI measurement across support operations.
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Hello,
I would recommend you to try Operational Level Agreements. It would add a lot more value to your ServiceDesk Plus account.
You can install the app in just two easy steps. Click on 'Install now' button.
Sincerely, null
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