{"id":5171,"date":"2026-03-24T13:17:03","date_gmt":"2026-03-24T16:17:03","guid":{"rendered":"https:\/\/24cevent.com\/como-mejorar-el-sla-sin-contratar-mas-gente\/"},"modified":"2026-03-26T18:29:15","modified_gmt":"2026-03-26T21:29:15","slug":"como-mejorar-el-sla-sin-contratar-mas-gente","status":"publish","type":"post","link":"https:\/\/24cevent.com\/en\/como-mejorar-el-sla-sin-contratar-mas-gente\/","title":{"rendered":"How to improve SLA without hiring more people?"},"content":{"rendered":"\n<p>Improving SLA (response and resolution times) is often associated with an obvious solution:<\/p>\n\n<p>to hire more people.<\/p>\n\n<p>But in practice, the problem is often not the number of people.<\/p>\n\n<p>It&#8217;s how the operation is working.<\/p>\n\n<p>Because there are teams that grow&#8230;<br\/>and still fail to improve their times.<\/p>\n\n<h1 class=\"wp-block-heading\">In simple<\/h1>\n\n<p>You can improve the SLA without increasing the equipment if:<\/p>\n\n<ul class=\"wp-block-list\">\n<li>you reduce reaction time<\/li>\n\n\n\n<li>you eliminate repetitive tasks<\/li>\n\n\n\n<li>improved coordination<\/li>\n\n\n\n<li>you reduce operational noise<\/li>\n\n\n\n<li>automate parts of the process<\/li>\n<\/ul>\n\n<p>\ud83d\udc49 It&#8217;s not about working faster. It&#8217;s working better. <\/p>\n\n<h1 class=\"wp-block-heading\">The most common mistake<\/h1>\n\n<p>To think that the SLA depends only on:<\/p>\n\n<p>how many people do you have<\/p>\n\n<p>When in reality it depends much more on:<\/p>\n\n<p>\ud83d\udc49 how much time is lost in the process.<\/p>\n\n<p>And that lost time is usually in:<\/p>\n\n<ul class=\"wp-block-list\">\n<li>alerts that no one sees<\/li>\n\n\n\n<li>messages that get lost<\/li>\n\n\n\n<li>lack of clarity<\/li>\n\n\n\n<li>manual coordination<\/li>\n\n\n\n<li>repetitive research<\/li>\n<\/ul>\n\n<p>\ud83d\udc49 small frictions that add up to minutes&#8230; or hours&#8230;<\/p>\n\n<h1 class=\"wp-block-heading\">Where is the SLA actually lost?<\/h1>\n\n<h2 class=\"wp-block-heading\">1. In late detection<\/h2>\n\n<p>Often the problem is not that it is not detected.<\/p>\n\n<p>\ud83d\udc49 is that no one sees it in time<\/p>\n\n<h2 class=\"wp-block-heading\">2. In the notification<\/h2>\n\n<ul class=\"wp-block-list\">\n<li>unread emails<\/li>\n\n\n\n<li>messages that get lost<\/li>\n\n\n\n<li>unclear alerts<\/li>\n<\/ul>\n\n<p>\ud83d\udc49 it takes minutes before you react<\/p>\n\n<h2 class=\"wp-block-heading\">3. In the coordination<\/h2>\n\n<ul class=\"wp-block-list\">\n<li>&#8220;who sees this?&#8221;<\/li>\n\n\n\n<li>&#8220;is anyone watching it yet?&#8221;<\/li>\n<\/ul>\n\n<p>\ud83d\udc49 time out<\/p>\n\n<h2 class=\"wp-block-heading\">4. In the initial analysis<\/h2>\n\n<p>The famous N1:<\/p>\n\n<ul class=\"wp-block-list\">\n<li>review alerts<\/li>\n\n\n\n<li>search for context<\/li>\n\n\n\n<li>understand what happened<\/li>\n<\/ul>\n\n<p>\ud83d\udc49 repetitive time<\/p>\n\n<h2 class=\"wp-block-heading\">5. In the escalations<\/h2>\n\n<ul class=\"wp-block-list\">\n<li>climb late<\/li>\n\n\n\n<li>climb poorly<\/li>\n\n\n\n<li>scale without context<\/li>\n<\/ul>\n\n<p>\ud83d\udc49 more time wasted<\/p>\n\n<h1 class=\"wp-block-heading\">So how to improve SLA without growing?<\/h1>\n\n<h2 class=\"wp-block-heading\">\ud83d\udd39 1. Reducing MTTA (response time). <\/h2>\n\n<p>The biggest impact is here.<\/p>\n\n<p>\ud83d\udc49 If someone responds sooner, everything gets better.<\/p>\n\n<p>For that you need:<\/p>\n\n<ul class=\"wp-block-list\">\n<li>actual notifications<\/li>\n\n\n\n<li>clear decision-makers<\/li>\n\n\n\n<li>confirmation of receipt<\/li>\n\n\n\n<li>automatic scaling<\/li>\n<\/ul>\n\n<h2 class=\"wp-block-heading\">\ud83d\udd39 2. Eliminating noise <\/h2>\n\n<p>If everything is urgent, nothing is urgent.<\/p>\n\n<p>Reduce:<\/p>\n\n<ul class=\"wp-block-list\">\n<li>false positives<\/li>\n\n\n\n<li>duplicate alerts<\/li>\n\n\n\n<li>irrelevant events<\/li>\n<\/ul>\n\n<p>\ud83d\udc49 improves the focus of the equipment<\/p>\n\n<h2 class=\"wp-block-heading\">\ud83d\udd39 3. Automating the N1. <\/h2>\n\n<p>Much of the time is spent on repetitive tasks.<\/p>\n\n<p>With tools like <strong>24Brains (24Cevent add-on)<\/strong> you can:<\/p>\n\n<ul class=\"wp-block-list\">\n<li>analyze alerts automatically<\/li>\n\n\n\n<li>search for context<\/li>\n\n\n\n<li>identify probable cause<\/li>\n\n\n\n<li>perform simple actions<\/li>\n<\/ul>\n\n<p>\ud83d\udc49 reduces key minutes in each incident<\/p>\n\n<h2 class=\"wp-block-heading\">\ud83d\udd39 4. Improving scaling. <\/h2>\n\n<p>It is not climbing anymore.<\/p>\n\n<p>It is climbing better.<\/p>\n\n<ul class=\"wp-block-list\">\n<li>at the right time<\/li>\n\n\n\n<li>to the right team<\/li>\n\n\n\n<li>with clear context<\/li>\n<\/ul>\n\n<p>\ud83d\udc49 avoids bounces and delays<\/p>\n\n<h2 class=\"wp-block-heading\">\ud83d\udd39 5. Centralizing management. <\/h2>\n\n<p>When information is scattered:<\/p>\n\n<ul class=\"wp-block-list\">\n<li>time is lost<\/li>\n\n\n\n<li>work is doubled<\/li>\n\n\n\n<li>context is lost<\/li>\n<\/ul>\n\n<p>\ud83d\udc49 centralizing improves speed<\/p>\n\n<h1 class=\"wp-block-heading\">A simple example<\/h1>\n\n<p><strong>Typical Scenario<\/strong><\/p>\n\n<ul class=\"wp-block-list\">\n<li>alert arrives by mail<\/li>\n\n\n\n<li>someone sees it late<\/li>\n\n\n\n<li>asks who takes it<\/li>\n\n\n\n<li>research<\/li>\n\n\n\n<li>scale<\/li>\n<\/ul>\n\n<p>SLA: high<\/p>\n\n<p><strong>Optimized scenario<\/strong><\/p>\n\n<ul class=\"wp-block-list\">\n<li>alert comes with context<\/li>\n\n\n\n<li>the responsible party is notified<\/li>\n\n\n\n<li>confirms<\/li>\n\n\n\n<li>Automated N1 analyzes<\/li>\n\n\n\n<li>is scaled with information<\/li>\n<\/ul>\n\n<p>SLA: much lower<\/p>\n\n<p>\ud83d\udc49 same equipment, better operation<\/p>\n\n<h1 class=\"wp-block-heading\">Something important<\/h1>\n\n<p>Improving SLA is not about making people work faster.<\/p>\n\n<p>It is to do that:<\/p>\n\n<p>\ud83d\udc49 waste less time<\/p>\n\n<h1 class=\"wp-block-heading\">So what changes?<\/h1>\n\n<p>Raisins from:<\/p>\n\n<p>\ud83d\udc49 reactive operation<br\/>\ud83d\udc49 dependent on persons<\/p>\n\n<p>A:<\/p>\n\n<p>\ud83d\udc49 coordinated operation<br\/>\ud83d\udc49 supported by automation<\/p>\n\n<h1 class=\"wp-block-heading\"><\/h1>\n\n<p>Hiring more people can help.<\/p>\n\n<p>But it is not always the solution.<\/p>\n\n<p>Often, the biggest impact is on how the entire system works.<\/p>\n\n<p>And when you improve that:<\/p>\n\n<p>\ud83d\udc49 SLA improves by itself<\/p>\n\n<p><\/p>\n\n<p>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.<\/p>\n\n<p><strong>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.<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Improving SLA (response and resolution times) is often associated with an obvious solution: hiring more people.<br \/>\nBut in practice, the problem is often not the number of people.<br \/>\nIt is how the operation is running. So how to improve the SLA? <\/p>\n","protected":false},"author":2,"featured_media":5006,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[188],"tags":[311,309,310,308,312],"class_list":["post-5171","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-relevant-metrics-and-kpis","tag-hire-more-people-for-sla","tag-reduce-sla","tag-response-and-solution","tag-sla","tag-sla-without-increasing-equipment"],"_links":{"self":[{"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/posts\/5171","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/comments?post=5171"}],"version-history":[{"count":4,"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/posts\/5171\/revisions"}],"predecessor-version":[{"id":5185,"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/posts\/5171\/revisions\/5185"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/media\/5006"}],"wp:attachment":[{"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/media?parent=5171"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/categories?post=5171"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/tags?post=5171"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}