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Suggest You - The Dark Side of Help Desk SLAs
The successful career is more important for health and longevity than diet and absence of bad habits. Along with proper diet, high quality medical services, and absence of bad habits, it appears that success in life is pl
3) IGNORING ACTIVITIES NOT IN THE SLA
Changes in current products, organizations, management, vendors, an
So you thought hypnotherapy and business development make a rather odd couple, right? One is all about strange utterings and exaggerated facial expressions, while the other is about being cool, calculated and professional.
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
Image you are an executive seeking a new position and you could create a PowerPoint presentation about yourself and your accomplishments. Imagine further that you could voice narrated to this presentation using your own vo
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, an
My husband and I attended the Edmonton Home Renovation Show in January (we just bought a new home) and spent some time at a booth with low volume flush toilets. We try to do our part for the environment and were consideri
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, an
It is a fact that Coastal Vacations is in the top 5 home-based businesses virtually since its launch 13 years ago. It a business that people can do online and offline and make thousands of dollars on each sale. However, ma
3) IGNORING ACTIVITIES NOT IN THE SLA
Changes in current products, organizations, management, vendors, an
Reaching success in any endeavor requires many things. It doesn't matter if you're out to complete a project or you're working on accomplishing a big dream.One of the best things that you can do for yourself i
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!
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