Service Level Agreements

 

Service Level Agreements are agreements that you make with your clients regarding the offered services. The aim is keep track of the service you provide. SLAs allow you to create clarity concerning your service level for both your service organisation and your users. For each service you offer you can describe what is included in the service and for which costs, priority and duration. Using TOPdesk's SLA module, all these aspects can be registered based on ITIL.


Applying services to calls

The first step in the SLA process is to set up a services catalogue. In the services catalogue you can define all the services that your department or organisation provides. For each service you can define various different levels from which your clients can choose. A higher service level for example means that you can provide a service with a shorter duration for a higher tarif.

 

Next your clients can choose from the range of services and levels that you offer. This results in a contract (SLA) between you and your client. 

 

Now when a call arrives at the service desk, TOPdesk checks whether an SLA exists which matches the criteria of the call. If this is the case, then you can apply an agreed service and service level to the call. The data from the contract can easily be copied into the call. The priority of the call is then determined by the linked SLA.

Advantages

  • Insight into and control over the services you provide
  • Contracts with clients and suppliers possible
  • Straightforward maintenance contracts can be recorded
  • Services catalogues from which the client can choose
  • Determine a service level for each service
  • Guarantee the price-quality ratio of your service
  • Choose service windows for each service

External agreements

It is also possible to support an internal service by making agreements with an external party such as your suppliers. This is known as ‘underpinning’. TOPdesk monitors whether the duration of an internal service is realistic with regard to the duration that you have agreed with the supplier.



Guarantee the quality of your services

By means of the SLA process the quality of your services is guaranteed. TOPdesk determines whether the performance provided meets with the expectations of the client regarding the agreed price. As a result the service you provide will become clearer and easier to manage.

 

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