IT Service Level Agreement (SLA)

Is Your Help Desk SLA Complete?

IT help desks and customer service organizations prepare service level agreements to detail the services provided to customers. SLAs describe how the work of the IT help desk and customer service organization is prioritized along with agreed upon response and resolve times.

For example, a Service Level Agreement (SLA) describes the factors influencing first level problem determination, such as:

  • Number of customers affected
  • Effect on business mission
  • Context of problem
  • Deadlines
  • Estimated solution time
  • Application involved
  • Frequency of problem
  • Customer’s sense of priority
  • Customer’s commitment level
  • Availability of workaround
  • Threat to data integrity or computer security

Tables used to define severity levels describe how calls are prioritized and the associated response and resolve commitments.

Request this sample service level agreement, which is consistent with help desk and customer service industry best practices. Be sure all relevant topics and details are included in your SLA.

See https://www.givainc.com/wp/slas-service-level-agreements-best-practices-example-sample.htm and click “Download White Paper” to request this White Paper.

Client Success

MetroHealth System Logo
  • 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
Athens Regional Health System Logo
  • 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
Santé Health Systems Logo
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 50% increase in productivity by using Giva's integrated custom forms
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use