Relate to Clients on a business level<br />Proposing Client Support Solutions<br />Proposing Client Support Solutions<br /...
Verify support needs<br />Verificationis a quality assurance technique<br />This is done through the Client Needs Analysis...
Customer expectations<br />When providing IT services, customer expectations can be a challenge and difficult to define<br...
Customer expectations<br />It is important to monitor both satisfaction and performance carefully: <br /> - Work out what...
Write an SLA<br />A service level agreement (SLA) is a contract that binds a service provider to giving a certain level of...
Why use a written SLA?<br />To clarify expectations: <br />The SLA describes in detail the terms of service and the respon...
What does an SLA contain?<br />The broad structure of an SLA contains (but is not limited to)<br />The name of the service...
What does an SLA contain?<br />In general, an SLA should consist of the following:<br />A brief general statement summariz...
Specifying the Service<br />Specifications for all types of support services could set out the following:<br />The precise...
Examples of SLAs<br />Look at each of the following sample SLAs to see what they contain:<br /> Telstra Bigpond ADSL Broad...
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3 proposing client support solutions

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3 proposing client support solutions

  1. 1. Relate to Clients on a business level<br />Proposing Client Support Solutions<br />Proposing Client Support Solutions<br />1<br />
  2. 2. Verify support needs<br />Verificationis a quality assurance technique<br />This is done through the Client Needs Analysis<br />Be thorough with your investigations<br />Do this before and after you draft the SLA, as you may miss things<br />An SLA that has missing key elements would be unworkable in today’s IT environment.<br />Verification is critical<br />Proposing Client Support Solutions<br />2<br />
  3. 3. Customer expectations<br />When providing IT services, customer expectations can be a challenge and difficult to define<br />Perceptions of performance can differ from customer to service provider<br />Customer satisfaction levels can fluctuate<br />Proposing Client Support Solutions<br />3<br />
  4. 4. Customer expectations<br />It is important to monitor both satisfaction and performance carefully: <br /> - Work out what has changed in the way you provide service <br /> - Revisit customer expectations and look at how well they are met <br />Changes in your business environment and that of the customers also needs to be looked at<br />Proposing Client Support Solutions<br />4<br />
  5. 5. Write an SLA<br />A service level agreement (SLA) is a contract that binds a service provider to giving a certain level of service<br />An SLA has the same legal standing as a contract, in that it legally binds two parties<br />An SLA is usually written; however, two organisations could agree verbally about the level of service to be provided <br />Proposing Client Support Solutions<br />5<br />
  6. 6. Why use a written SLA?<br />To clarify expectations: <br />The SLA describes in detail the terms of service and the responsibilities of the customer and service provider<br />To incorporate indicators of quality: <br />This is done by specifying performance indicators and performance targets. <br />To assist communication and prevent disputes: <br />Written documents can still be disputed, but less than verbal agreements. <br />Proposing Client Support Solutions<br />6<br />
  7. 7. What does an SLA contain?<br />The broad structure of an SLA contains (but is not limited to)<br />The name of the service provider, customers, etc<br />The objectives of the service <br />The process of requesting service<br />The service provider’s responsibilities <br />The customer’s responsibilities <br />Service measurements and targets<br />Maintenance and review of the agreement<br />Signatures of the customer and service provider and date <br />Proposing client support solutions<br />7<br />
  8. 8. What does an SLA contain?<br />In general, an SLA should consist of the following:<br />A brief general statement summarizing the services to be provided <br />Definitions of the two parties to the agreement – who is providing the services to whom <br />The duration of the agreement <br />The arrangements for monitoring and review <br />A procedure for settling disputes <br />What resources, information or other help the user may have to provide <br />Contact points for both parties <br />The basis of any charges – what has to be paid and how this is to be paid. <br />Proposing client support solutions<br />8<br />
  9. 9. Specifying the Service<br />Specifications for all types of support services could set out the following:<br />The precise nature of each function or service provided <br />The volumes and quality to be achieved for each of these services <br />Whether optional services are on offer – and, if so, what they are and what they cost <br />What procedure should be followed if it becomes necessary to vary the agreement or specification <br />Where applicable, the response times to be achieved by the provider when receiving requests for assistance <br />Sanctions for non-supply or poor quality.<br />Proposing client support solutions<br />9<br />
  10. 10. Examples of SLAs<br />Look at each of the following sample SLAs to see what they contain:<br /> Telstra Bigpond ADSL Broadband Plans<br />http://www.bigpond.com/internet/plans/adsl/plans-and-offers/<br />Anchor web hosting SLA<br />http://www.anchor.com.au/dedicated-hosting/dedicated-sla.py<br />UC Santacruz ITS Service Management<br />http://its.ucsc.edu/itsm/servicemgmt.php(scroll down to the SLA template)<br />Proposing Client Support Solutions<br />10<br />

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