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IT help desk support SLA

Originally Published:
Nov 2016

This SLA defines guidelines for services and support offered by the internal IT help desk. The goal is to help end-user departments better understand service and support levels. It also outlines appropriate steps that end users should take when they encounter problems.

From the SLA:

Introduction
An internal service level agreement (SLA) for IT support describes the types of services, the service levels, and the responses to end-user requests that the IT help desk will provide. By formalizing these service descriptions and their levels of support in an SLA, the help desk has standards to measure its performance against and end users have a commitment on the levels of support and service they can expect for various IT requests and products that IT handles.

Objective
This document describes the breadth of services the help desk provides, with the understanding that other IT services and support tasks—such as training, system maintenance, and the management of data centers—are performed in areas of IT outside the scope of this agreement and are separately addressed by their own policies.

In addition to providing metrics IT can use to assess its performance, this SLA assists IT in delivering better service, ensuring adequate staffing levels, and providing feedback on applications and other IT products and services that will benefit the business and allow continuous process and performance improvement in IT.

This SLA is a living document; it is expected that it will change over time as circumstances warrant. It was prepared and reviewed by the IT department. Questions and comments should be sent to the IT director.

Audience
All IT help desk staff members, IT management, and any independent contractors working for the IT organization should read and acknowledge this agreement. Company employees and other authorized users of IT services and help desk support should review it. This SLA is listed on the public corporate network for the perusal of any corporate user of IT help desk services and will be made available to auditors upon request.

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