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Explain to Stakeholders the Concept of Service Level Agreements, and illustrate the basic levels
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Service Level AgreementReview
Christopher Duffy, CISSP
Challenge
CUSTOMER NEEDS
SERVICE CENTER STAFF
Solution…
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.
Scenario- Critical
Scenario- Departmental
Scenario- Individual
Requests- MAC
Move - Add - Change
IMPACT GRID
SLA Response Versus Resolution
•Response- Time it Takes to Assign a Ticket to a Service Center Tech and respond back
•Resolution – Time it Takes to Complete the Ticket
Current Service Levels
Submitting a Service Request
To submit a request:Click on the Desktop Icon
FORGOTTEN PASSWORDS:– We are unable take calls for forgotten passwords,
instead:• Go to the portal• Click on forgot password.