For example, if you provide a printer support, the customer may request a four-hour response between 8 a.m. and 5 p.m. on weekdays. This can be easy to satisfy in a metropolitan area where there are many technicians. It may be more difficult to stop this four-hour reaction in rural areas, where fewer technicians live further apart. These and similar situations may require more detail on services by region or separate LSAs for each region. Customers can create common metrics with multiple service providers that take into account the multi-supplier impact and impact the creditor may have on processes that are not considered to be in compliance with the contract. If you start with these five service level metrics above, you can determine how well your Service Desk provides excellent service to your customers. Your ITSM service must be able to collect and display the necessary metrics to determine if an ALS has been performed. SLAs must represent SMART objectives – specific, measurable, achievable, relevant and timely.
The ALS should contain not only a description of the services to be provided and their expected levels of service, but also metrics to measure the services, obligations and responsibilities of each party, corrective measures or penalties in the event of a breach, and a protocol for adding and removing measures. Before that, you`ll find six best practices for creating and executing IT services SLAs in an IT Service Management (ITSM) environment. SERVICE Level Agreements (SLAs) are notoriously difficult to measure, report and complete. You may also be difficult to set up and modify in many services desks. Nevertheless, it`s important to track your performance with high-level goals, and SLAs provide a great opportunity to improve customer satisfaction. SLAs are an integral part of an IT provider contract. An ALS brings together information about all contract services and their expected reliability in one document. They clearly indicate metrics, responsibilities and expectations, so that in the event of service problems, no party can plead ignorance. It ensures that both parties have the same understanding of the requirements. IT departments need to be able to effectively measure their own reaction times in order to provide the best possible service. However, the measurement of ALS quickly becomes complicated, as the slow response of customers and the escalation of third parties mean that response times are much worse than they can be.
Make sure your measurement and reporting systems can include exceptions like these to track the service desk team based on their performance.