Service Level Management

What if Service Hours and Support Hours don't match?

This post is another in the series I’ve been writing about Service Level Management. The last post on this topic is here.

My post for today is on a subject that seems to confuse and vex quite a few people –  service times and support times. What do we do if they are different?

For example:

A service desk within a call centre services company provides a sales order processing system that is used 7 days per week from 08:00 until 20:00. The service desk is open from 09:00 until 17:00 Mon-Sat.

Structuring your Service Level Agreement

This is another in the series of Service Level Management posts I’ve been writing – the last one was on the subject of initial statistics (I'll pick up more about why the initial statistics are needed in later posts). I’ve also posted about defining the services you deliver.

If you are trying to create a Service Level Agreement (SLA) from scratch, there are a few ways I’ve seen of structuring your document.

Based on Services

First SLA? Some Statistics to start with

This is another in the series of posts on the subject of Service Level Management – my last post in this thread started the topic of how to develop a Service Level Agreement (SLA) by defining the services you provide to users (more commonly referred to as the Service Catalog).

In this post I’m going to look at some of the data you might need to have before you enter into discussions about an SLA with a customer. I’ll start with the scenario of someone providing support to an internal customer base looking to set-up their first ‘formal’ SLA.

Defining the Services you Deliver

This is a follow-up to Wednesday’s post about Service Level Management for Beginners. What I’m going to talk about now is how we might approach the creation of a Service Level Agreement (SLA), again assuming that you are a complete novice.

Please note, this is not the only way you can approach things, or necessarily the best way to approach creating an SLA. I’m trying to suggest ideas which those attempting this can use.

Define the Services you Provide


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