Service Level Agreements and How to Collect Data (Slides)

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http://ITServiceContractSecrets.com SUMMARY SLIDES: How should you collect data on service level agreements? This article suggests methods to log system uptime and call resolution times. Copyright (C) SP Home Run Inc.

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Service Level Agreements and How to Collect Data (Slides)

  1. 1. SPHomeRun.com Service Level Agreements andHow to Collect Data Courtesy of the Small Business Computer Consulting Blog http://blog.sphomerun.com
  2. 2. Sponsored by ITServiceContractSecrets.comSPHomeRun.com This Brief Post Focuses on the Types of Data You Will Typically Need to Collect
  3. 3. Sponsored by ITServiceContractSecrets.comSPHomeRun.com And Suggests a Few Ways of Making it Easier
  4. 4. Sponsored by ITServiceContractSecrets.comSPHomeRun.com Uptime Logging
  5. 5. Sponsored by ITServiceContractSecrets.comSPHomeRun.com Use Uptime- Monitoring Software that can Track Both System- wide Uptime
  6. 6. Sponsored by ITServiceContractSecrets.comSPHomeRun.com And the Uptime of Various Services Such as Email
  7. 7. Sponsored by ITServiceContractSecrets.comSPHomeRun.com Call Logging
  8. 8. Sponsored by ITServiceContractSecrets.comSPHomeRun.com Use a Call Logging System to Record all Work Done and in Progress
  9. 9. Sponsored by ITServiceContractSecrets.comSPHomeRun.com Consider a Dedicated Call Logging System or a Bespoke (Custom) Database
  10. 10. Sponsored by ITServiceContractSecrets.comSPHomeRun.com Designed to Report on the Information as Needed
  11. 11. Sponsored by ITServiceContractSecrets.comSPHomeRun.com When Pulling Data from a Call Logging System, Account for
  12. 12. Sponsored by ITServiceContractSecrets.comSPHomeRun.com Exactly How Call Resolution Times Should be Calculated
  13. 13. Sponsored by ITServiceContractSecrets.comSPHomeRun.com For Example
  14. 14. Sponsored by ITServiceContractSecrets.comSPHomeRun.comShould a ResolutionTime Include AllTime from when aCall is Logged Untilit is Actioned?
  15. 15. Sponsored by ITServiceContractSecrets.comSPHomeRun.com Or Should This Time Only Include Business Hours?
  16. 16. Sponsored by ITServiceContractSecrets.comSPHomeRun.com Make Sure that Resolution Times Only Begin when Clients Properly Log a Fault
  17. 17. Sponsored by ITServiceContractSecrets.comSPHomeRun.com With all Required Information
  18. 18. Sponsored by ITServiceContractSecrets.comSPHomeRun.com How Do You Collect Data on Service Level Agreements?
  19. 19. Sponsored by ITServiceContractSecrets.comSPHomeRun.com Share Your Methods in the Comments Box Below
  20. 20. SPHomeRun.com Recommended Reading: IT Service Contract Secrets for Getting More Repeat Clients and Recurring Service Revenue Download this Free Special Report Now at ITServiceContractSecrets.comCopyright © SP Home Run Inc. All worldwide rights reserved.SP Home Run is a registered trademark of SP Home Run Inc.

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