Service Level Management

Service Level Management is the foundation of ExpertDesk because quality management of services starts here. Service Level Management involves the continuous maintenance and improvement of services offered to our clients’ customers. The key to achieving desired quality of service lies in setting up Service Level Agreements (SLAs), Operational Level Agreements (OLAs) and Underpinning Contracts (Ups) and in thoroughly monitoring and reporting the organizational achievements.

• Determine response and resolution times
• Unique contract design
• Effectively manage escalations
• Intelligent determination of commitment with impact/ urgency/ priority, service and/or CI
• Be aware of escalation through alert messaging, e-mail, dashboards and more.
• Incorporate business hours, holiday schedules and global time zones
• Set up Internal Operational Level Agreements (OLA’s)
• Set up Underpinning contracts (UP’s)
• Create clear and consistent ownership and accountability for improved quality of service
• Increase IT Staff awareness of customer expectations

 Go back to ExpertDesk