5 Service Level Agreement (SLA) best practices and examples

Remember the last time a product you ordered was delivered after the promised delivery date? Yep, the frustration of a product or service being delayed is certainly not something you’d want to experience frequently. The frustration
is sometimes enough to make you take your business elsewhere.

Similarly, IT service desks also offer services to end users. Tickets are created to report incidents and raise service requests and are expected to be resolved within a reasonable amount of time. But what is a reasonable time frame? Each requester has their own expectations, so how do you effectively
standardize and manage end-user expectations?

This is where service-level agreements (SLAs) can help. SLAs are a powerful tool IT service desks can employ to manage requesters’ expectations. Now let’s take a look at what SLAs are, the elements you need to create an SLA, SLA best
practices, and more.