Service Desk Internal Service Level Agreement Template

Author(s): Frank Trovato, David Xu, Andrew Sharp

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The final SLA document is a reflection of the insights gained from the entire creation process. Use this template to document an internal SLA that incorporates insights from both the business and IT.

Focus on the following sections for the Service Desk SLA:

  • Severity Definition and Escalation Rules: Document the current and ideal service desk metrics based on ticket severity.
  • Customer Requirements: Document the mandatory ticket submission requirements.
  • Customer Satisfaction Monitoring: Establish the desired level of customer satisfaction to the service desk.

View the Complete Blueprint:

Improve IT-Business Alignment Through an Internal SLA

Understand business requirements, clarify current capabilities, and enable strategies to close service level gaps.

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