Defining support SLAs that actually hold
A miscalibrated support SLA turns against the team. A method for setting turnaround commitments you can keep.
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Topics
Service Desk and Ticketing
Support organisation, service levels, SLAs, self-service and request handling automation.
2 articles
Service desk and help desk: the vocabulary sorted
Service desk, help desk, service centre: three terms often confused. What each one actually covers.
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