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[description], Story, any other text you want to use. The Dark Side of Help Desk SLAs by: Hallett German
You just signed a Help Desk Service Level Agreement (SLA) and now think things will get easier. However, you may soon be falling into one of these traps: 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 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!
expressvu
One of the major downsides of chat rooms is that ignorant people may pose as experts. If someone states they are a expressvu expert then how can this be verified? If you have expertise in the field of expressvu then you'll be able to verify their credentials. It's a matter of picking the expert from the fake. Talking of fakes it's sad to see so many expressvu fakes bombarding email servers with unsolicited spam emails trying to sell expressvu. Spam is a great threat to how the Internet works. Our website does not contain any email addresses for this reason. If you visit the expressvu linked site above you will find that they treat your email address with great respect. Talking online real people who are very knowledgeable about expressvu can be like attending a real expressvu convention ... except that there are no airfares or accommodation expenses. Real Time Media On The Net Index
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