Managing service levels (SLAs)

Set the right priority, work the queue by risk and deadline, and keep the clock honest.

Skills you'll practise

Assign priority from impact and urgency using a priority matrix
Calculate response and resolution deadlines, including business hours and paused time
Order a queue by risk of breach, not by arrival time
Explain when the SLA clock may and may not be paused

1.Managing service levelsVideo · 1 min
2.Priority and the queueLesson · 15 min
3.Keeping the clock honestLesson · 10 min
4.Breach risk and at-risk updatesLesson · 13 min
5.Managing service levels (SLAs): knowledge checkKnowledge check · 25 questions
6.Managing service levels (SLAs): practical exerciseKnowledge check · 1 question
7.Two tickets about to breachScenario
8.Final exam8 questions · passing it completes the course, so people who already know the material can test out

The lessons and questions are written from these references, so learners can go back to the original.

General service-level practice (priority matrices, response and resolution targets, pausing the clock)

Tell us about your team and we'll walk you through setup, from choosing jobs to your first skills check.