Raising the Bar: Service Level Agreements (SLAs)
Creating an expectation for service delivery is one of the most important cultural aspects of the service desk. Technicians should know when they’re expected to respond to tickets and resolve incidents in a specific time frame. In order to start building service level agreements (SLAs) into your IT service desk, it’s important to understand:
- What you’re trying to accomplish
- How to set parameters around SLA rules
- How to create notifications and priority around SLA breaches
- How to respond to SLA breaches
- How to report on SLA compliance
In this episode of Raising the Bar, you’ll learn to create SLA rules to help build a culture of accountability and efficiency in your service desk. Samanage allows you to create an infinite number of SLA rules that can apply specifically to different types of incidents and scenarios. Learn how to use the SLA engine to set your teams up for success.
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