Helpdesk Service Level Agreements

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Explain to Stakeholders the Concept of Service Level Agreements, and illustrate the basic levels

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Helpdesk Service Level Agreements

  1. 1. Service Level AgreementReview<br />Christopher Duffy, CISSP<br />
  2. 2. Challenge<br />SERVICE <br />CENTER <br />STAFF<br />CUSTOMER<br /> NEEDS<br />
  3. 3. Solution…<br /> Agreements<br />Level <br />Service<br />
  4. 4. Service Level Agreement?<br />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.<br />
  5. 5. Scenario- Critical<br />
  6. 6. Scenario- Departmental<br />
  7. 7. Scenario- Individual<br />
  8. 8. Requests- MAC<br />Move - Add - Change<br />
  9. 9. IMPACT GRID<br />
  10. 10. SLA Response Versus Resolution<br /><ul><li>Response- Time it Takes to Assign a Ticket to a Service Center Tech and respond back
  11. 11. Resolution – Time it Takes to Complete the Ticket</li></li></ul><li>Current Service Levels<br />
  12. 12. Submitting a Service Request<br />To submit a request:<br />Click on the Desktop Icon<br />FORGOTTEN PASSWORDS:<br />We are unable take calls for forgotten passwords, instead:<br />Go to the portal<br />Click on forgot password.<br />

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