Example Service Level Agreements for IT Help Desk

Implementing Service Level Agreements takes time and effort. Bring people along with the process. The IT department should be the place to start first. Let your employees (customers) know how they are going to be affected by the new Service Level Agreements. There will be significant benefits. When they really need help, they will be able to get it because your team is going to differentiate between service requests. Is the firm's business halted due to this service request?

Examples of Service Level Agreement  


Some Helpful approaches to implementing Service Level Agreements:


1) Implementing within IT first

a) Apply appropriate Severity Levels.

b) Escalate cases according to SLA rules.

c) Report on performance.


2) Send out the formal announcement to employees

a) Purpose of SLAs

b) How Severity Levels are applied

c) Responsibilities of support organization

d) Responsibilities of customers

e) Performance reporting


Here is a great White Paper on Implementing Service Level Agreements. See https://www.givainc.com/wp/it-help-desk-software-cloud-whitepapers.cfm

Select Implementing Service Level Agreements: "The Critical Element in Service Delivery"

Client Success

  • 50% reduction in time to deploy Giva's change, incident, problem, asset management and knowledgebase modules
  • 60% reduction in the 5 year Total Cost of Ownership (TCO)
  • Saved at least 1 FTE due to lower ongoing administration
  • Saved 1 week per month due to easy to use reports
  • Increased to 90% achievement in meeting service level agreements
  • 70% reduction in generating reports and admin; eliminated 35 hours/month
  • 50% faster to create/assign a service request
  • 60% increase in information captured during the initial phone call
  • 50% increase in the number of service requests created due to intuitive design
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use
  • 50% increase in productivity by using Giva's integrated custom forms