Improving SLA (response and resolution times) is often associated with an obvious solution:
to hire more people.
But in practice, the problem is often not the number of people.
It’s how the operation is working.
Because there are teams that grow…
and still fail to improve their times.
In simple
You can improve the SLA without increasing the equipment if:
- you reduce reaction time
- you eliminate repetitive tasks
- improved coordination
- you reduce operational noise
- automate parts of the process
👉 It’s not about working faster. It’s working better.
The most common mistake
To think that the SLA depends only on:
how many people do you have
When in reality it depends much more on:
👉 how much time is lost in the process.
And that lost time is usually in:
- alerts that no one sees
- messages that get lost
- lack of clarity
- manual coordination
- repetitive research
👉 small frictions that add up to minutes… or hours…
Where is the SLA actually lost?
1. In late detection
Often the problem is not that it is not detected.
👉 is that no one sees it in time
2. In the notification
- unread emails
- messages that get lost
- unclear alerts
👉 it takes minutes before you react
3. In the coordination
- “who sees this?”
- “is anyone watching it yet?”
👉 time out
4. In the initial analysis
The famous N1:
- review alerts
- search for context
- understand what happened
👉 repetitive time
5. In the escalations
- climb late
- climb poorly
- scale without context
👉 more time wasted
So how to improve SLA without growing?
🔹 1. Reducing MTTA (response time)
The biggest impact is here.
👉 If someone responds sooner, everything gets better.
For that you need:
- actual notifications
- clear decision-makers
- confirmation of receipt
- automatic scaling
🔹 2. Eliminating noise
If everything is urgent, nothing is urgent.
Reduce:
- false positives
- duplicate alerts
- irrelevant events
👉 improves the focus of the equipment
🔹 3. Automating the N1
Much of the time is spent on repetitive tasks.
With tools like 24Brains (24Cevent add-on) you can:
- analyze alerts automatically
- search for context
- identify probable cause
- perform simple actions
👉 reduces key minutes in each incident
🔹 4. Improving scaling
It is not climbing anymore.
It is climbing better.
- at the right time
- to the right team
- with clear context
👉 avoids bounces and delays
🔹 5. Centralizing management
When information is scattered:
- time is lost
- work is doubled
- context is lost
👉 centralizing improves speed
A simple example
Typical Scenario
- alert arrives by mail
- someone sees it late
- asks who takes it
- research
- scale
SLA: high
Optimized scenario
- alert comes with context
- the responsible party is notified
- confirms
- Automated N1 analyzes
- is scaled with information
SLA: much lower
👉 same equipment, better operation
Something important
Improving SLA is not about making people work faster.
It is to do that:
👉 waste less time
So what changes?
Raisins from:
👉 reactive operation
👉 dependent on persons
A:
👉 coordinated operation
👉 supported by automation
Hiring more people can help.
But it is not always the solution.
Often, the biggest impact is on how the entire system works.
And when you improve that:
👉 SLA improves by itself
If today your team feels that they are working at the limit but SLAs are still not improving, the problem is probably not capacity, but efficiency.
24Cevent helps to reduce response times, ensure attention and coordinate incidents, and together with 24Brains allows to automate the initial analysis, improving the SLA without the need to increase the team.
