Rising SLA breaches are a symptom, not a cause. The audit finds what's actually behind yours — demand growth, routing delay, a few problem categories, or policies that no longer fit — on your Freshservice data, and sequences the fixes.
Service Desk Performance Audit · £995 (founding rate £745) · delivered inside a week
The problem
When a breach number goes up, the pressure lands on the team — but effort is rarely the missing ingredient. The breaches are usually concentrated in a few categories or priorities, driven by demand that's grown or routing that adds delay before work even starts.
Relaxing the targets makes the report look better and changes nothing for users. The audit tells you whether your SLAs are measuring the right thing, and where the breaches genuinely come from, so you can fix the service rather than the dashboard.
Breach rate climbing quarter on quarter
Breaches clustered in specific categories or priorities
First response met, resolution SLA missed
SLA policies that haven't changed as demand has
Escalations firing late, or not mapping to real urgency
How the audit tackles it
The audit reviews your SLA configuration alongside actual performance — where breaches concentrate, how first response and resolution diverge, and whether escalation and priority mapping reflect reality.
You get the root causes ranked and a 90-day plan that targets the highest-breach queues first with routing, ownership and demand reduction — and flags any SLA policy that genuinely needs redesigning rather than just relaxing.
What you get
Where your time is going
6–12 months of trend analysis: volume, top drivers, category quality, capacity vs demand.
What's breaking
SLA breach patterns, reopened tickets, aging queues, tickets bouncing between teams.
Why it's happening
Root-cause diagnosis across seven ITIL-aligned dimensions of your workspace and data quality.
Your 90-day plan
Every fix prioritised by effort vs impact, with owners and expected outcomes.
FAQ
Twelve months of your Freshservice data, read by an expert, with a 90-day plan your team can execute. £995, delivered inside a week.