You need flexibility in your service desk software to create SLA performance goals based on any combination of settings you set. It`s important to be able to change or modify them easily to fully align your team`s priorities with changing business requirements. Once you`ve provided the best SLAs for your current business and customer needs, you`re ready to implement them. Here are some tips for SLAs on a whole new level of lightness and efficiency. It is important to understand that key performance indicators (KPIs) and service level agreements (SLAs) are not the same, although there are some overlaps. In this article, I would like to explain the difference between KPIs and SLAs and examine the practical applications of different collaborators. In this case, it is best for business owners not to call them ALS and to mention only service requirements. For a service provider, this also often means that the metrics defined in their SLAs become important KPIs, which they monitor and report as indicators of their overall strategic performance. An ALS is a formal agreement on which the service provider and the owner of the business unit (manager for service recipients) agree by mutual agreement. SERVICE Level Agreements (SLAs) are notoriously difficult to measure, report and complete. You may also be difficult to set up and modify in many services desks. Nevertheless, it`s important to track your performance with high-level goals, and SLAs provide a great opportunity to improve customer satisfaction. SLAs are a basic agreement between your IT team and customers who are important to building trust.
You manage customer expectations and let your team know what problems you need to solve. With SLAs, there is a mutual understanding of service expectations. Implementing SLAs can benefit your IT team in a variety of ways: in an average day, your Service Desk team doesn`t consider a printer outage to be a priority ticket. But the CEO`s printer? It`s a different story. In practice, it teams prioritize tickets in different ways: the relevant business lines up to those that have opened the ticket to even more complex combinations (for example. B a failure of the sales booking system at the end of the quarter). This identifies the party responsible for tracking and reporting results – either the service provider or the unit owner. Warning Non-performance service providers – escalating performance to the business owner for urgent review – initial reward for high performance in the following period – Analysis service for improvements, obstacles, etc. For example, an IT department generally agrees to provide technical support for a large number of services and devices within the company, and offers guarantees for things like operating time, initial call resolution and recovery time after service outages. KPIs are the specific metrics chosen to check whether the IT desk service fulfills these guarantees. In this situation, ALS is used as a hammer, as a financial remedy against the supplier for compliance. And it makes sense not to pay for services that have not been provided or have not been provided in the agreed manner.
But it only works if… If… IF the ALS has been properly created. This is where the challenge lies for entrepreneurs and public procurement. ALS should be seen as a process to improve service quality that affects business performance. In the age of cloud computing, ALS metrics and contractual obligations should be seen as a process to improve service quality and meet evolving business requirements when companies are proactively evolving at market conditions. The following key principles can help companies develop and seek optimal ALS conditions for their business needs: ALS is also a tool for measuring performance, but differs from