A Service Level Agreement defines the level of service expected between a service provider and customer. It outlines different service level scenarios for critical, departmental, and individual requests, as well as response versus resolution times. Current service levels are reviewed and the process for submitting service requests, including for forgotten passwords, is outlined.

1. Service Level AgreementReviewChristopher Duffy, CISSP

2. ChallengeSERVICE CENTER STAFFCUSTOMER NEEDS

3. Solution… AgreementsLevel Service

4. 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.

5. Scenario- Critical

6. Scenario- Departmental

7. Scenario- Individual

8. Requests- MACMove - Add - Change

9. IMPACT GRID

10. SLA Response Versus ResolutionResponse- Time it Takes to Assign a Ticket to a Service Center Tech and respond back

11. Resolution – Time it Takes to Complete the TicketCurrent Service Levels

12. Submitting a Service RequestTo submit a request:Click on the Desktop IconFORGOTTEN PASSWORDS:We are unable take calls for forgotten passwords, instead:Go to the portalClick on forgot password.