| Publisher | House-on-the-Hill software | ||
|---|---|---|---|
| Format | 443.2KB PDF | Date added | 01 Dec 2005 |
| Topics | SLA, Service Level Management, Help Desk | ||
| Downloads | 41 | ||
SupportDesk has the flexibility to match the conditions of whatever Service Level Agreements (SLA's) are needed, and to categorise calls by whatever terminology and coding that may be required. However after dealing with many customers using SupportDesk in a variety of environments it was found that if done badly this can be an area that may lead to confusion and the creation of a complicated and unwieldy system. This paper aims to provide a guide to some of the thought processes and basic ground rules that the trainers and analysts at House-on-the-Hill try to follow when working with customers to set up Categories and SLA management.
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