SLA management is important because it allows your business to operate smoothly without having to worry about unknown service expectations. Using an RAS tool gives your organization`s IT service agents the ability to solve problems over the phone as soon as your customers call them. Maintaining your front-line patches on the Desk Service is one of the first steps you need to take to help with your money-saving mission. Notifications in service queues ensure that the team never neglects a service case, helping to maintain service level agreements and improve customer satisfaction. It is important to remember that ALS should not be immutable. A central element of service level management is the verification and review of ALS after each service change or update. Depending on the type of ALS you have, it may be necessary to update with a different rate than other types. ALS management is also important because it allows you to monitor customer service issues. If you have a software tool that helps you manage the level of service, you can see all your tickets for performance issues together to better monitor customer satisfaction and general service. Perhaps one of the most important measures for your IT desk service is CSAT. The it-service service serves customers; And if these customers aren`t happy, something`s wrong.
The three types of SLAs are: a service level ALS, a customer-based ALS and a multi-level ALS. One of the key elements of IT-SLA management is the exam that best suits your specific needs and the services provided. The first step in determining the ALS you need is to understand the three types: the ticket leaves the IT department and ends up in the support queue in the second row or at the office, which means it cannot be corrected for the first time because it needs the help of another person and another team. Such a tool, which I am always shocked to find an IT service desk that is not used, is a remote access tool – with it, it is now an absolute necessity for many organizations in the face of increasing the number of home workers. In this article, I will explain five ways how an RAS tool can help your IT department and why you should receive a Pronto if your IT department doesn`t have one. RAS tools such as R-HUB-Remote Support Server, logmein, teamiewer, etc. help IT organizations immediately fix services and control computers remotely, improve remote access and technical support, etc. With a remote access tool, Stanley is totally stimulated. Once, he called the IT department, his problem was resolved in a few minutes, his ticket was closed and he was able to meet his deadline. So he is now more than happy to consider IT as excellent because they did everything he needed and probably even exceeded his expectations. Indeed, as an example of the options available (and hopefully not too much shameless plug), SysAid offers two separate native options for absolutely free remote access: (1) Peer-to-Peer and (2) a browser-based viewer for assets outside the network.
In addition, SysAid has partnered with one of the leading remote access tools, TeamViewer, which allows you to acquire the license directly through The SysAid, allowing you to get the feature built into your SysAid service so you can start a remote TeamViewer session directly from an incident dataset. In all scenarios, there is no separate software to manage – another great plus IMO. SolarWinds Service Desk improves service level management by ensuring your SLAs meet or exceed your customers` expectations. While managing the service level can be difficult to turn on manually, Service Desk makes it easy to see if your customers are satisfied. So, does your IT-Servicedesk service use a RAS tool? If not, and to reduce the additional pressure caused by the COVID-19 crisis, you should consider your options and the benefits that these skills bring.