SlaPulse

SlaPulse is a web app (with optional Slack/Teams companion) that predicts and prevents SLA/SLO breaches across ITSM tickets and queues. It connects to ServiceNow/Jira Service Management/Zendesk and continuously scores every open ticket for breach risk based on historical resolution patterns, assignment group load, time-of-day effects, and dependency signals (e.g., blocked status, waiting on vendor). Instead of generic dashboards, it produces a prioritized “next best actions” list: which tickets to reassign, which approvals to escalate, and which queues are about to tip into backlog. It also generates concise manager-ready summaries and post-incident SLA learning reports that highlight systemic causes (handoffs, approval delays, misrouted categories) rather than blaming individuals. This is not a full ITSM replacement; it’s a focused layer that makes existing ITSM tools less reactive and more predictable.