<ul><li>Automation tools have evolved to help ITSM teams meet service-level agreements (SLAs) at a higher success rate.</li><li>SLAs define and manage client expectations for response time, resolution time, service availability, escalation process, first contact resolution rate, customer satisfaction score, and problem resolution.</li><li>Automation processes like automated ticket routing, self-service portals, and intelligent alerting can assist teams in meeting SLAs effectively.</li><li>Artificial intelligence (AI) can further transform ITSM by automating tasks, providing user support, analyzing metrics, and improving incident resolution.</li></ul>

Automation Strategies to Help Hit Your SLAs

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