T31 Service desk weekly SLA review
Service desk weekly SLA review
Where Bluepeak IT's open High and Critical tickets stand against SLA targets right now, and what each team lead owns before the next review. Prepared for the Tuesday 09:00 service desk stand-up. Figures come from the IT service requests and SLA board.
Sample template: the firm, people, clients and figures are fictional, and the embedded view holds synthetic sample records.
Live example from the Dashboards app, shown with Harborline Logistics's demo data.
SLA risk view
This view filters to tickets with Severity High or Critical that are not Resolved or Closed, sorted by the closest resolution due date first. Anything at the top of the list needs attention before it breaches, and anything already past its resolution due date needs a customer update today.
What we committed to
| Severity | Response target | Resolution target | Coverage |
|---|---|---|---|
| Critical | 30 minutes | 4 hours | 24x7 |
| High | 1 hour | 8 business hours | 08:00 to 18:00 weekdays |
| Medium | 4 hours | 2 business days | 08:00 to 18:00 weekdays |
| Low | 1 business day | 5 business days | 08:00 to 18:00 weekdays |
Targets are per the Bluepeak managed services agreement, section 4. Weekend hours count toward Critical resolution only.
Why tickets breached this week
| Ticket | Client | Cause | Status now |
|---|---|---|---|
| Email delivery delays | Cobalt Labs | Suspected provider throttling, not yet confirmed | Waiting on vendor, escalated |
| Warehouse scanner connectivity | Northstar warehouse | Gateway lost its route after a firewall firmware update | Waiting on customer for a reboot window |
| Server room temperature alarm | Meridian Freight | Compressor failure in the primary cooling unit | In progress, escalated to account manager |
| VPN access failure | Acme finance | Certificate renewal in testing | In progress |
| Phishing email reported | Acme sales | Checking whether any user entered credentials | In progress |
| CRM API key request | Harbor Lane | Write scope key requested from the CRM administrator | In progress, blocked on the client |
Three of the six breaches trace back to a dependency outside Bluepeak's control: a vendor (Cobalt Labs) or a client approval (Northstar, Harbor Lane). The other three are internal work still in progress.
Server room temperature alarm is the priority
Meridian Freight's server room cooling failed at 06:12 and the 06:42 resolution target was missed. Portable cooling is running and an HVAC contractor is on site, but the primary unit is not yet repaired. Owner: Dan Wells. If not resolved by end of day, the servers auto shut down at 32C and Meridian's warehouse management system goes offline during their evening shift.
Three out of five. The team recovers if the three vendor or client dependent tickets clear by Thursday; otherwise this week's SLA percentage falls below the 95% target in the agreement.
Actions before Thursday's follow up
How SLA risk is calculated
A ticket enters this view the moment its Severity is set to High or Critical and it has not moved to Resolved or Closed. It leaves the view when it resolves or its severity is downgraded. The sort always shows the nearest resolution due date first, so a ticket that has already breached stays at the top until it is closed.
How to use this template
Run this review every week at the same time. Refresh the embedded view before the meeting; do not copy ticket data into the page, since the numbers above are the sample view's current state and will drift as tickets move.
| Variable | Meaning | Required |
|---|---|---|
{{provider.name}} | Firm running the service desk | Required |
{{review.week_of}} | Week the review covers | Required |
{{sla.severity_targets}} | Response and resolution targets by severity from the current agreement | Required |
{{ticket.breach_cause}} | Cause noted for each breached ticket | Required when a ticket has breached |
{{escalation.owner}} | Name of the person owning the top escalation | Required when an escalation callout is shown |
{{review.next_date}} | Date of the next SLA review | Optional |
If a cause is not yet known, write Needs review in that cell rather than guessing at a root cause.