You have just signed a Help Desk Service Level Agreement (SLA), and now I think things get easier. Nevertheless, it may soon be in one of these traps:
1) for the truth INDICATORS
In some companies, these radars are in accordance with SLA compliance may resort to doing the minimum instead of really solve the problem. This includes the closure or transfer of customer tickets just to satisfy the ticket
tickets queue time. Although the review of monthly SLA metrics can look Help Desk is meeting or exceeding performance, in fact, the quality of support began to decline in the death spiral.
2) CONDITIONS OF PERFORMANCE, just because they are in the CCA
When you create a SLA, the customer / management can ask for services, and reports, as well as the pleasure they have, and they perceive them as free. However, once the SLA in force, help desk staff to know that the customer / management reports are rarely read or use these services. But the staff to keep them to do because they are in the SLA.
3) Ignoring EFFORTS NOT TO SLA
Changes in modern production, organization, management, suppliers and users can take time unsupported services receive some level of support. Helpdesk staff are now facing trying to SLA and SLA users happy. But choose the wrong choice could mean that you may be happy to trade today, thousands of unhappy tomorrows.
Finally, take the time to create a realistic SLA as your management client can live with today and tomorrow. Schedule monthly reviews to ensure that real needs are being met.
Periodically check the sanity of SLA and see what activities
tickets reports should be removed, and that should in the short to medium. Good luck in your endeavors!
