Define service level and service level agreement

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Reference no: EM131530307

Assignment

I need 2-3 pages only. Please see the attached document. Take a look at the table of contents and address the section labeled Processes and Problem solution. Address the three sub sections (Service Level Agreements, Metrics, and Customer Satisfaction )underneath that section. Please please please ensure that the portion you add is grammatically correct and plagiarism free. Be sure to address that section only. Also be sure to update the references section with whatever sources you use.

Service level agreements (SLAs) need to be established so that customers and the help desk both know what is expected of them. You are working with your management team and the customers to establish appropriate SLAs and to determine which metrics will be used to measure and report the service levels. Based on these metrics, the results will determine if you get bonuses or penalties, or even keep their business.

To help facilitate the discussion and educate the Help Desk staff provide feedback for the following:

• Define service level and service level agreement.
• What kinds of metrics will you measure?
• Which ones will keep your customer happy?
• Which ones will keep your help desk analysts happy?
• Which metric has the best chance of success and customer satisfaction?

Add the discussion about service level agreements, metrics, and customer satisfaction to the section titled Processes and Problem Resolution.

Attachment:- Service level agreements.rar

Reference no: EM131530307

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