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Service Level Agreement Service Desk

The ALS should contain not only a description of the services to be provided and their expected levels of service, but also metrics to measure the services, obligations and responsibilities of each party, corrective measures or penalties in the event of a breach, and a protocol for adding and removing measures. Service elements include the specifics of the services provided (and what is excluded if in doubt), the conditions of availability of services, standards as well as slots for each level. B service (e.g., prime time and non-prime time) may have different levels of service, responsibilities of each party, escalating procedures and compromise costs/services. IT outsourcing agreements, in which the remuneration of service providers is linked to the results obtained, have gained popularity, with companies developing from time and pure materials or full-time price models. SLAs define contractual terms for services, including operating time and support responsiveness. For example, promising customers 99.9% service service or a support response within 24 hours. In addition to formalizing service expectations, AES sets the conditions for redress in the event of a breach of requirements. Yes, it`s nice to be quick in your first response to a customer. Customers want to know that you are responsive and communicate as well. But what the customer really wants is for their problem to be solved in the most efficient way possible. A high-performance service service should measure the time it takes to solve a problem.

Although this metric seems quite simple, there are a few nuances to consider. Your ITSM service must be able to collect and display the necessary metrics to determine if an ALS has been performed. SLAs must represent SMART objectives – specific, measurable, achievable, relevant and timely. For example, your ALS can guarantee 99.9% operating time for telecommunications lines. Your tests show that you meet this metric, but the 0.1% downtime occurs at the customer`s busiest time when telecommunications traffic .B intensifies, for example, during the NCAA tournament or Amazon`s Premium Day. Service falls during these 0.1% failures and the customer is unhappy. Like a watermelon, the service provider sees a green ALS filled from the outside – 99.9% of telecommunications operating time – while the customer sees a broken red ALS inside – their users lose connectivity when the line is flooded. If your service desk team works Monday to Friday during normal business hours, you cannot provide 24 x 7 support for all service providers. Even with call service teams and customers who pay for priority support, you still often have a few services that warrant responses to weekdays, and some that deserve immediate attention, regardless of the time of day and night. If you start with these five service level metrics above, you can determine how well your Service Desk provides excellent service to your customers. IT service organizations that manage multiple service providers may wish to enter into Operational Level Agreements (OLA) that explain how some parties involved in the IT service delivery process interact with each other to maintain performance.

Tickets often come and go between service agents and customers. If most of the time is passed into the hands of the Service Desk, a manager can follow whether this time is appropriate or not. A service desk manager may not have control over a customer`s responsiveness while a ticket is open, he should certainly have control over the responsiveness of a service desk agent and the length of time that employees in his team spend working on problems. It`s not as easy to answer as it seems, because you don`t want to count the time that waits for customers to respond to the desk-metric service.

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