 |
|
| Video and Audio], Broadcasting and podcasting Real Time Media On The Net | |
|
[description], Story, any other text you want to use. The Dark Side of Help Desk SLAs by: Hallett German
You just signed a Help Desk Service Level Agreement (SLA) and now think things will get easier. However, you may soon be falling into one of these traps: 1) COVERING THE TRUTH WITH METRICS In some companies, those under the radar of SLA compliance may resort to doing the minimum instead of really solving the problem. This includes closing or reassigning customer tickets just to meet the ticket queue deadline. While a review of SLA monthly metrics may look like the help desk is meeting or exceeding metrics, in reality the quality of support had started a downward death spiral. 2) DOING ACTIVITIES JUST BECAUSE THEY ARE IN THE SLA When creating the SLA, the customer/management may ask for services and reports because "they are nice to have" and they perceive them as free. However, once the SLA is in force, the help desk staff discover that the customer/management rarely read the reports or utilize these services. But the staff is forced to keep doing them because they are in the SLA. 3) IGNORING ACTIVITIES NOT IN THE SLA Changes in current products, organizations, management, vendors, and users may require currently unsupported services to receive some level of support. Helpdesk staff are now faced trying to make both the SLA and non-SLA users happy. But picking the wrong choice may mean that you may be trading a happy today for a thousand unhappy tomorrows. In conclusion, take the time to create a realistic SLA that both and your management/customer can live with -- today and tomorrow. Schedule monthly reviews to see if the real needs are being met. Periodically sanity check the SLA and see which activities/reports should be dropped and which should in the short-term and mid-term. Good luck in your efforts!
tv production
There is a great deal of information both in print and on the Internet about cellphone plans and some is good while some is not very good. It's difficult to tell just what information is valid and of real value. We have spent a great deal to time and research in locating the very best cellphone plans web sites available. As you spend a few minutes with us you will see that we have a very comprehensive index of cellphone plans information and any question you have can be answered here. We know that your time is valuable and have made this cellphone plans resource site easy to navigate. Real Time Media On The Net Index
|
Main Menu News for 25-Jul-10 Source: BBC News - Home Source: BBC News - Home Source: BBC News - Home Source: BBC News - Home Source: BBC News - Home Source: BBC News - Home Source: BBC News - Home Source: BBC News - Home Source: BBC News - Home Source: BBC News - Home Links Links Links |
Copyright © 2005. Name of Site here. Last Updated: Sunday, 25-Jul-2010 00:01:59 MDT.