Tag Archives: Service Desk

Book Review: The Ultimate Question 2.0

I just finished The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World from my personal reading list. The Ultimate Question 2.0 was everything I expected and a bit more. This is like brain … Continue reading

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Planning the SLM Framework

What is SLM? Service level management, or SLM, is the set of operational and administrative processes which monitor and control the quality and effectiveness of IT services and support. Most often SLM is connected to ITIL and ITSM and includes … Continue reading

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Developing the SLA

What is an SLA? An SLA, or service level agreement, is most often that portion of a formal IT services contract that defines the characteristics and level of the IT services and support to be provided along with any financial … Continue reading

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IT SLA Model for Tiered IT Support Services

An IT SLA model for tiered IT support services relies on the SLA requirements, application classifications, and the IT prioritization model. The creation of the IT SLA model is where you bring together the concepts covered in Designing a Software Support … Continue reading

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Help Desk Outsourcing Companies Playing with Fire

Help Desk outsourcing companies serving higher education continue to play with fire without regard for their client’s CIO’s getting burned let alone the needs of their client’s customers – the students. The help desk outsourcing companies are continuing their practice of delaying … Continue reading

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