Helpdesk Service Level Agreement

By measuring the wait time for support, a service desk manager can determine if the team or certain people are responding to customers. The way to deal with this is to have a workflow phase in which one expects third parties and to stop the watch while a ticket is in this workflow status (of course, you can set it with JIRA Service Desk). First, you can measure a real level of service for your team, but you can also measure a level of service for another department and provide that data for obtaining. As part of the ITIL core for continuous service improvement, alS should be reviewed and updated if changes are proposed or promised for this service. Adapt to any changes that affect desired destinations, such as service time, availability, availability, conclusion or response time. It may be more useful to address this issue in order to provide a self-service option to customers in the interest of customer choice and preference, rather than following a direct link between knowledge based items and a number of distracted tickets. Intuitively, we can understand that some tickets are hijacked when customers easily find answers to their questions in the course of their work or directly on application forms (as in JIRA Service Desk). It is also clear that customers are more satisfied when they know that there are easy-to-find items to help them solve their own problems on the ground rather than waiting for the Service Desk to return to them. In-app color codes and email notifications mean you never miss a major issue or lose sight of after-sales service agreements. The expected operating time and the time it will take to make the service available must be planned. Create calendars and add your team`s schedules, including lunch breaks, holidays and weekends, so the clock is set if you`re not at Servicedesk.

If possible, find out the customer`s desired result for ALS and write ALS to this result. A metric SLA based on replacement results could be a redundant telecommunications service allowing continuous access between 6:00 a.m. and midnightEST. Results-based SLAs manage the customer`s desired outcome instead of managing a number. Results-based SLAs also have an impact on how you manage customer service as an IT service provider. According to ITIL 4, a Service Level Agreement (SLA) is “a documented agreement between a service provider and a customer that identifies both the required services and the expected level of service.” Simply put, an ALS defines what the IT service provider and the customer should expect when they enter into a contract for a service. When it comes to managing a service desk, we want to provide a service that makes customers satisfied and confident that their requests will be resolved correctly and in a timely manner.