What do you know about SLAs and service desk metrics?

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Accepted Answer

SLA stands for Service Level Agreement, which defines the level of service expected by a customer. Service desk metrics are used to measure the performance of the service desk.

SLA is a contract between a service provider and a customer that outlines the services to be provided, the expected level of service, and the responsibilities of both parties.
Service desk metrics are key performance indicators used to measure the efficiency and effectiveness of the service desk, such as response time, resolution time, customer satisfaction, and first call resolution rate.
Examples of service desk metrics include average response time, average resolution time, number of incidents resolved per day, customer satisfaction scores, and percentage of incidents resolved on first contact.

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What do you know about SLAs and service desk metrics?

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