Helpdesk Service Level Agreements

Service Level AgreementReview

Christopher Duffy, CISSP

Challenge

CUSTOMER NEEDS

SERVICE CENTER STAFF

Solution…

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.

Scenario- Critical

Scenario- Departmental

Scenario- Individual

Requests- MAC

Move - Add - Change

IMPACT GRID

SLA Response Versus Resolution

•Response- Time it Takes to Assign a Ticket to a Service Center Tech and respond back

•Resolution – Time it Takes to Complete the Ticket

Current Service Levels

Submitting a Service Request

To submit a request:Click on the Desktop Icon

FORGOTTEN PASSWORDS:– We are unable take calls for forgotten passwords,

instead:• Go to the portal• Click on forgot password.