- 1 floating user
Once in place, SLAs become the automated mechanism by which IT tasks are prioritized and distributed. For example, when a business-critical service is disrupted, the associated SLAs will dictate how the people, processes and tasks are prioritized relative to other tasks in the queue.
Response time and availability criteria are used to determine key thresholds; managers and technicians can monitor and respond to SLA-based tasks appropriately. Service Level Management also provides cost tracking. It provides line-item cost calculations for both parts and labor, and empowers IT to develop rules that limit spending according to contract parameters.