Do you want your IT support to be busy, or do you want your issue resolved? Many corporate organizations confuse busyness with activity with achievement in sense of desired outcomes. Find out why & what to do about it.
The purpose of SLA’s in IT Operations is to ensure a certain level of service to your business user community. It is typically used in outsourcing contracts to ensure the outsourcing partner reacts promptly to an issue raised, and ideally you also want to have an agreement on the maximum time until an issue is… Continue reading Your Resolution SLA clock stops ticking on ticket escalation?