Service Desk Agreement

Service Desk Agreement

Companies that don`t check and adapt their SLAs at the time of IT service improvement may no longer meet their service level goals – and the result could be a loss of customers or penalties for non-compliance with the SLA. It`s one thing to decide whether the waiting time for customers should be tracked (or excluded from metrikens), it`s another to track the time a ticket passes through the hands of a service desk agent. Waiting time for support is a measure of how long a ticket spends in the hands of a cookie service agent or, more importantly, how much time a ticket spends in some form of open status, but does not wait for the customer to respond. Notification to the customer is part of what makes this metric a measure of responsiveness. A customer should be able to view the request to see their current status, and if that status indicates that the ticket is “being processed,” the customer knows that someone has started working on it. The customer sees this and immediately feels comfortable that someone has opened the ticket and at least started. A high-performance Desk service attaches great importance to communicating the current status of a ticket so that customers know at all times where it stands. Отметим, что соблюдать SLA проще, если процессы в сервисной компании отлажены. Помогают этому различные инструменты автоматизации, в частности, Helpdesk.

Your ITSM Service Desk must be able to collect and represent the metrics needed to determine whether an SLA has been met. SSAs must be SMART goals – specific, measurable, achievable, relevant and timely goals. Well, that`s a great metric. Anyone who manages a service desk (or support function) would like to know if and to what extent customers resolve their own requests using knowledge base articles instead of sending a request to the Service Desk. But how do you know that someone has read the article to reset password in your knowledge database and has not entered a service ticket? Can you certainly correlate with the fact that service desk requests have decreased by 25% since the addition of 10 new knowledge base articles? Was the 25% drop a direct result of these new knowledge base articles? At what point do you find that other factors are at play: a week later? A month? One year? There is no easy answer to these questions….


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