service level agreements and how to collect data (slides)

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Courtesy of the

Small Business Computer Consulting Blog

http://blog.sphomerun.com

Service Level

Agreements and

How to Collect Data

http://blog.sphomerun.com/

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This Brief Post

Focuses on the

Types of Data You

Will Typically

Need to Collect

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http://itservicecontractsecrets.com/

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And Suggests a

Few Ways of

Making it Easier



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Uptime Logging



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Use Uptime-

Monitoring

Software that can

Track Both System-

wide Uptime



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And the Uptime of

Various Services

Such as Email



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Call Logging



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Use a Call

Logging System

to Record all Work

Done and in

Progress



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Consider a

Dedicated Call

Logging System

or a Bespoke

(Custom) Database



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Designed to

Report on the

Information as

Needed



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When Pulling Data

from a Call

Logging System,

Account for



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Exactly How Call

Resolution Times

Should be

Calculated



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For Example



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Should a Resolution

Time Include All

Time from when a

Call is Logged Until

it is Actioned?



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Or Should This

Time Only Include

Business Hours?



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Make Sure that

Resolution Times

Only Begin when

Clients Properly

Log a Fault



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With all Required

Information



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How Do You

Collect Data on

Service Level

Agreements?



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Share Your

Methods in the

Comments Box

Below



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Recurring Service Revenue

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service level agreements and how to collect data (slides)

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