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Service Level Management



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December 6, 2011 10:51 am

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A service level agreement is a business contract that specifies service level expectations around critical infrastructure and business services. Typically, they refer to restoration targets that the Service Desk needs to meet.

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Categories: Service Desk, Technical

Public Holidays, SLAs and Technicians Assignment



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December 2, 2011 1:38 pm

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Do you take into account publc holidays with your service desk? For example, where the Service Desk has a global customer base and office locations in multiple countries, the observed public holidays for the different countries and states can be configured by the Administrator. Then when a request is logged by a customer in one country where the service desk has a public holiday, it assigns the new request to a Technician in a region that does not have the holiday.

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Categories: Service Desk, Technical

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