clayton_baker_IT225_IP4.docx - What is a SLA? A...

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What is a SLA?A service-level agreement (SLA) specifies the level of service that a customer expects from asupplier, as well as the metrics that are used to assess that service, or any remedies or penaltiesthat may be imposed if the agreed-upon service levels are not met.The metrics that we as a service desk will measure is ticket volume, support tickets openedcompared to closed, response time, resolution time, first contact resolution, customer satisfactionrate, and support agent performance.With tracking the metrics below, we can provide a change to an SLA should an issue arise.Ticket VolumeWith the ticket volume we can determine what the staff is able to handle daily and aid where it isneeded.Support Tickets Opened Compared to ClosedA report done weekly will be able to notify the supervisors if there is an increase in calls andwhere the is issues. If there is an increase in calls, we may need to hire more personnel to

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Term
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Desk Analyst Performance

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