Simply put, Service Level Agreements are contracts between service providers and clients that detail the nature of services provided, their quality, and performance metrics. Their main goal is to align the services provided with those required by the client and typically include measures to take if the service provider fails to meet the agreement. SLAs have multiple benefits, including: Service Level Agreements are a crucial part of ITSM and thus need to be integrated into service desk software.

If having a help desk in your organization is a game-changer regarding user experience and efficiency, combining IT help desk software with Asset Management unlocks a whole new proficiency level for IT support. Why? Because you'll be tracking incoming incidents, using workflows to automate repetitive tasks, complying with SLAs, and improving your reporting capabilities – and on top of that, you are leveraging your assets' data and empowering your agents to manage issues and requests in a centralized platform, without the need to cross-check information or move from one solution to another.