Helpdesk Service Level Agreements

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    09-Dec-2014

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1. Service Level AgreementReviewChristopher Duffy, CISSP 2. ChallengeSERVICE CENTER STAFFCUSTOMER NEEDS 3. Solution…AgreementsLevelService 4. Service Level Agreement?Service…

Transcript

1. Service Level AgreementReviewChristopher Duffy, CISSP 2. ChallengeSERVICE CENTER STAFFCUSTOMER NEEDS 3. Solution…AgreementsLevelService 4. Service Level Agreement?Service Level Agreement (SLA) is a service contract where the level of service is formally defined. In practice, the term SLA is sometimes used to refer to the contracted delivery time (of the service) or performance. 5. Scenario- Critical 6. Scenario- Departmental 7. Scenario- Individual 8. Requests- MACMove - Add - Change 9. IMPACT GRID 10. SLA Response Versus ResolutionResponse- Time it Takes to Assign a Ticket to a Service Center Tech and respond back 11. Resolution – Time it Takes to Complete the Ticket