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Common challenges with SLA's: Challenge #1 - Standardization

Weronika Hałdaś_Deviniti_

With this post, I'm kicking off a short series on common challenges related to SLAs based on insights we gathered during research for our SLA Time Management app 📚

Let’s start with the first challenge: Standardization🛠️

Here are some of the most common problems users experience:

Everyone tracks SLAs their own way
Teams don’t know what to prioritize

Jira Service Management does a great job when you're setting up SLAs within a single project - clear goals, calendars, and conditions. It all works smoothly!

But when your processes start crossing team boundaries, things get complicated.
Multiple service desks, dev teams, product managers, and operations - each working in their own Jira areas.

And when you want to track SLAs across all these teams, each living in their own Jira projects, consistency becomes almost impossible.

sla standarization quote 2 .png

That’s why standardized SLA management isn’t just "nice to have" - it’s critical when your processes grow.

💡What solution can be?

For example, having a centralized, cross-team SLA setup can really help. Not to replace Jira, but to build on top of it when your processes get more complex.

SLA - standarization, global view.png

The result:

A standardized view and centralized SLA management,
No more switching between projects to create, manage, or find the right metrics.

💁‍♀️Challenge #1 - completed ✅🎉

Comments

G subramanyam

Hi @Weronika Hałdaś_Deviniti_ this is a fantastic topic to kick off your series on common SLA challenges, and you've absolutely nailed the first one: Standardization.

Looking forward to seeing what solutions you delve into for the next challenges in your series! This foundational problem of standardization truly underlines the need for tools that can provide that consolidated, cross-team perspective.

Good start

__ Jimi Wikman

I can't think of any organization that have team bound SLAs, so having SLAs on team level makes no sense. SLAs are based on products and services, and they are tied to contracts and product/service criticality for internal use.

SLAs should not just be standardized, they should be aligned across the organization towards what promises the organization actually have made and why. This so SLAs are aligned contractually because sales people without a clear SLA structure will make any weird promises, which cause all kind of issues when you try to align this in the tool...

I have a feeling that another challenge in this series is that SLAs are not used as a Service Level Agreement, but as a control and measure tool for all the wrong reasons...

Weronika Hałdaś_Deviniti_

Hi @G subramanyam

I'm glad to hear that! I hope you'll enjoy the upcoming challenges as well😊

G subramanyam

@Weronika Hałdaś_Deviniti_ eager to read your further posts.

Weronika Hałdaś_Deviniti_

Hi @__ Jimi Wikman

Thank you for your comment!

More and more organizations are starting to approach SLAs as something that should reflect the full service process across the company, not just isolated pieces. That’s why our app doesn’t limit configuration to a single project. Instead, it gives teams the flexibility to define and manage SLAs across the entire organization.

SLAs are definitely more than just metrics on a screen. Proper configuration requires a broader perspective. At the end of the day, an SLA should be a true agreement between the customer and us that builds trust and reflects the quality of service we aim to deliver, not just a timer ticking and controlling our teams.

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