Support SLAs – Can we stop this madness?

Do you produce something like this each month?

You probably do. Most corporate IT support teams have response and resolution targets for each incident priority.

They’re expressed like this, “We aim to resolve 90% of P2s within 4 hours”. Data from ITSM software is used to create a report showing the percentage of tickets that meet those targets. The report is regularly shared with customers (to show them what a great job IT is doing) and once a year a Service Delivery Manager gets together with the business to review the targets. Although neither party would admit it, both are clueless as to what those targets should be.

Can we all agree to stop this madness?


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