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.

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