Starting with the question of which SLAs can be measured in a meaningful way, Andreas Ellinger also addresses the business value of SLAs. In his more than 20 years of experience in the service desk environment, he has seen wide variance between target and achieved. In the podcast, he reveals how he and his colleagues at Modis ITO deal with this, what benefits SLAs offer, how overregulation in the user help desk can be avoided and also which tools are suitable for SLA measurement.
Andreas and his colleagues at Modis ITO also hold online seminars on a regular basis and addresses current questions from participants. Register here for one of the next online seminars: https://bit.ly/3rO2yTX