Meeting Internal SLA Targets with Generative AI Service Desks

Whether you are a product-based enterprise or solution provider, an ITSM is a familiar component for companies like yours to empower internal users and provide uninterrupted IT support and delivery for your business's success. The existing challenges for ITSM are also not hidden from anyone.

Generative Artificial Intelligence has set high expectations for enterprise leaders to make ITSM flexible and agile.

There are many different sides to ITSM, where GenAI has brought a potential change. IT support operations, AIOps, DevOps, help desk, and a variety of ITSM components see a major overhaul for Generative AI.

Considering the powerful capabilities of Generative AI, we can say every little detail of ITSM can be improved and reimagined.

That said, the internal Service Level Agreement or SLA for ITSM can also be maintained with such a flair that enterprise leaders can set high expectations for it and attain the business objectives through proper compliance with ITSM SLA using Generative AI.

But why does internal SLA matter so much to ITSM leaders, and how does a Generative AI-powered service desk helps gain internal SLA targets for their internal employees? Let’s learn.

Though what SLA refers to is different from what internal SLA means, the objective of both terms are equal, facilitating service delivery, user performance, and ensuring user experience.

From the keyword ‘Service Level Agreement,’ let’s make a simple sense of the entire thing, which is to follow an agreement for what is stated or promised for service delivery to the user.

In a particular scenario of a service level agreement, it involves a vendor and a buyer to whom a certain or some level of service agreement is made, in which it is stated what, how, and when a service will be delivered as per expectations.

For a product-based company, it is obvious to have some stack of applications. Say, your organization uses a screen-recording application from a SaaS-based company. As the SLA goes, the company promises to deliver 240 hours of free recording within 30 days. It can add more clauses to the SLA. If those free hours aren’t utilized within 30 days, they will be removed normally.

But as stated in the SLA, if users cannot access those free hours of recording, they are deprived of what is promised to get their work done.

So, an SLA makes it mandatory to adhere to clauses and parameters that represent violations of those documented clauses.

An internal SLA means offering service level agreement to the internal employees from the employer’s end.

It is easy to understand that an internal SLA is not between the customer and a vendor. Rather, an employer adheres to some policies or a piece of the agreement for its employees so as to deliver the right kind of IT support to them and help them gain operational efficiency in their day-to-day job.

An internal SLA also involves performance metrics and service expectations between two departments of an organization.

Whatever it may concern, an internal SLA ensures performance delivery for the promised services utilizing optimized response and resolution times.

To further reflect upon an internal SLA, it can refer to providing network or application access, password management, account unlock assistance, etc for employees within the right time through proper IT support.

For example, if an internal SLA mentions a system downtime must be addressed within a day, it must occur as stated in SLA. So, a ticket must be created, addressed, and closed within 24 hours.

Customer SLA vs. Internal SLA - a quick comparison

The key objective of an SLA is to facilitate incident management and improve performance for organizational services, which later translates to user experience.

If an organization does not meet its SLA target, IT support may be compromised, and organizational resilience may be impacted.

For example, an incident is communicated through a service desk for response and resolution just in time.

An SLA defines how a particular incident must be addressed within a specified time frame.

Now imagine an SLA is not documented for downtime in an application. Employees would have longer days of downtime and productivity issue. At the same time, the service desk is not supposed to be careful about a timely resolution of the incident, which impacts operational efficiency.

But, if an internal SLA is there, it is the service desk’s responsibility to resolve the issue as specified in SLA. That’s why an SLA is integral to a service desk.

The fact about the SLA compliance success rate is it depends on what number of tickets are resolved.

In a natural way, a service desk is always involved in resolving a ticket.

To calculate an SLA compliance success rate, it goes like this:

Documenting service-level agreement can articulate steps or commands for users to implement successful performance delivery and meeting end-user experience.

But, SLA compliance is less effective unless there is a proper tool to facilitate employee IT support.

An organization's service desk is everything to meet SLA targets by resolving IT incident tickets and maintaining employee support.

A service desk can facilitate incident resolution, appropriate service delivery, and employee performance management by providing ample tools and features.

With that said, a more powerful service desk means faster and speedier compliance with SLA through more ticket resolution.

A Generative AI service desk may be your answer to meet SLA targets.

On a day-to-day basis, an organization can use a Generative AI service desk to facilitate employee support while maintaining internal SLA without a breach of the document.

• Fixing a bug - Say a team of developers uses a code editor tool. Suddenly, a bug incident in this tool is reported, and the team can experience a productivity issue. An LLM-powered service desk can help handle the rapidly and reinstate operational efficiency with minimal impact on the operations.

• Assigning a new tool - By automating a workflow for asset provisioning, a Generative AI service desk can remove manual efforts yet help facilitate the task without any disruption to the user experience.

• Helping with password resets - A Generative AI service desk can offer hyper-automation response for self-service capability with password resets. With Generative AI, security is also prioritized with two-way authentication factors before implementing the password resets with a link. Besides, a service desk can lessen its time to improve employee support by sending password reset links for an application that is about to expire.

• Employee onboarding - A new employee experience can be elevated on the very first day by automating employee onboarding with the use of a service desk powered by Generative AI. From software provisioning to identity approvals, everything can be done to provide a better experience and optimize a new hire's time without making him/her feel frustrated.

When using a Generative AI service desk, a company can unleash unique use cases to improve employee support performance while maintaining an internal SLA.

Workativ uses Generative AI properties in its self-service chatbot to elevate the service desk experience. We combine all the right tools and features to allow organizations to improve support performance, deliver operational efficiency for employees, and maintain user experience.

Our Generative AI-powered service desk complies with the industry standard to deliver employee support and helps you maintain internal service level agreements.

We provide an analytics dashboard to examine chatbot logs ─ what number of tickets are handled successfully and how many remain unattended to analyze the health of an internal SLA. Based on the analytics, it is easier to detect room for improvement and implement the right improvement strategy.

In a nutshell, Workativ helps you leverage the LLM-powered chatbot for service desk operations and helps you meet internal SLA targets.

Connect with Workativ today for a personalized demo.