Our help desk group has an SLA with the business as a whole which describes the hours of coverage (when they will man the phones), the relative manpower for given times of the day/week, and some "guarantees" about how quickly they will process an issue once it's been entered into their computer.
"Metrics" just means measurements. Meaningful, predefined things that can be tracked and measured to see if the team is meeting their SLA, or if they're falling short of what they agreed to provide. They track all sorts of metrics regarding each ticket. Was it resolved by the person taking the phone call? Was it resolved by the next level up? How many days did it sit before someone processed it? How quickly did it reach final resolution? Stuff like that. They generate reams of reports that managers somewhere get all hot & bothered over. The help desk managers love to spin the numbers to make them look like the most effective & efficient thing on the planet. The Operations team (traveling technicians, etc.) does the same thing for their work tickets. Was the problem resolved remotely? How many hours did the tech spend on-site. Stuff like that. -----Original Message----- From: Mark Johnson [mailto:[EMAIL PROTECTED] Sent: Tuesday, March 16, 2004 8:10 AM To: U2 Users Discussion List Subject: Re: Terminology So what does "Service Level Agreement Metrics" mean. -- u2-users mailing list [EMAIL PROTECTED] http://www.oliver.com/mailman/listinfo/u2-users