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# How to Set Realistic SLA Targets for Your Team
- URL: https://blog.jestor.com/set-realistic-sla-targets/
- Published: 2026-09-17T22:35:54.000Z
- Updated: 2026-09-17T22:35:54.000Z
- Author: Bruno Bannach

To **set realistic SLA targets**, start from what your process currently does rather than from a number someone chose. A target detached from capacity is missed consistently and then ignored.

## Why arbitrary targets fail

A target nobody meets stops functioning as a target.

- A figure borrowed from an industry benchmark
- No distinction between request types with different complexity
- Targets set before the baseline was measured
- No consequence attached, so nothing changes when it slips

## How to derive a target

| Step                                 | What it establishes                        |
| ------------------------------------ | ------------------------------------------ |
| **Measure the current distribution** | What the process actually does today       |
| **Segment by request type**          | Complexity differs; one target rarely fits |
| **Set a target slightly ambitious**  | Achievable with effort, not with luck      |
| **Make slippage visible**            | Conditional colour, not a monthly report   |
| **Revise after a quarter**           | Once the process has changed               |

## How to do it in Jestor

1. Enable log metrics on the phase field in **Jestor** so current timing is captured.
2. Review the distribution per phase and per request category.
3. Set a target for each category rather than one for everything.
4. Apply conditional colour to indicators so exceeding the target is visible immediately.
5. Revise after a quarter, comparing the same indicators.

## Why choose Jestor for target setting?

Because **Jestor** records timing automatically, the baseline exists whether or not anyone planned to capture it — which removes the most common reason targets are set arbitrarily.

Conditional colour turns a target into a live signal rather than a monthly comparison, so the team sees slippage while there is still time to respond.

## Frequently Asked Questions

### Should every request type share one target?

Usually not — complexity differs. See [jestor.com](https://jestor.com/?ref=blog.jestor.com).

### Where does the baseline come from?

The timing already recorded per phase.

### How do I make slippage visible?

Conditional colour on the indicator.

## Video Tutorial: Step by Step

Check out other practical tutorials on the Jestor YouTube channel.

## Get to know Jestor

With **Jestor**, you can automate workflows, connect teams, and build internal systems your way — all without code and powered by **AI**. Discover Jestor at [jestor.com](https://jestor.com/?ref=blog.jestor.com) and see how to take your company's operations to a new level of efficiency and control.