Service Goals
Our goal is to provide efficient and effective IT services and support. That includes providing timely support when requested to ensure minimal disruption to your work.
Service Level Agreement (SLA) #1 defines the expected time for the IT Service Desk to review, triage and dispatch new IT tickets. The objective is to ensure timely acknowledgment of issues to manage customer expectations and prioritize IT support work.
Service Level Statement
The IT Service Desk will review, triage & dispatch new IT tickets within 2 business days.
- The triage & dispatch process includes:
- Review and accept the ticket as a legitimate and valid IT ticket.
- Change the Ticket Status from "New" to an "In Process" status such as "Open": Article - What are the IT ticket status?
- Set the Ticket Priority based on a defined Urgency and Impact scale.
- Dispatch the ticket for further action by:
- Taking/assigning the ticket to a Service Desk member, OR
- Route the ticket to another team within the ITS department
- The process does NOT include a defined timeline for:
- An initial client response or communication
- A resolution
SLA Violations & Reporting
We expect a vast majority of tickets to meet the measured SLA performance objective. When it doesn't meet these service level expectations, the outcomes are as follows:
- New IT tickets that are not triaged & dispatched within the target timeframe will be flagged as an SLA violation.
- Tickets in violation are automatically set to High priority to improve visibility.
- IT management will regularly review SLA violations and report on the monthly frequency.
Priority = Impact x Urgency
Overall ticket Priority is set using the matrix below with Impact and Urgency as the inputs. The information you provide in your ticket request helps to set and maintain these accordingly.
