Service-level agreements (SLAs) need to be established so that customers and the help desk both know what is expected of them. You are working with your management team and the customers to establish appropriate SLAs and to determine which metrics will be used to measure and report the service levels. Based on these metrics, the results will determine whether you get bonuses or penalties, or even keep their business.
There are also many cultural considerations involved when supporting an IT Help Desk environment in the international business world of today. Cross-cultural management is key to understanding many of the diversity considerations that come along with working with customers who speak different languages, work from different time zones, have various levels of system infrastructures within their organizations, work through political protocols and events that impact the economics of their organizations, and work on various types of financial transactions systems. These customers can be internal or external-facing as well.
You may review Chapter 9, pages 334-341, of the textbook for IT service and ITIL in general and use the following reference for SLAs and associated metrics to complete this assignment.
Best Practices for Service-Level Agreements and Metrics
To help facilitate the discussion and educate the help desk staff, provide feedback for a report titled Processes and Problem Resolution that includes the following:
Define service level and SLA.
What kinds of metrics will you measure? Why measure these metrics?
Which metrics will keep your customer happy? Why measure these metrics?
Which metrics will keep your help desk analysts happy? Why measure these metrics?
Which metric has the best chance of success and customer satisfaction? Why measure this metric?
In addition respective to cultural diversity, complete the following:
Research cultural diversity in the workplace and explain 2-3 of the challenges that could present when working with customers from various international cultures.
Describe 2-3 aspects of how an IT Help Desk Analyst would provide proper communications to international customers such as overcoming linguistic barriers, time zone differences, response time etc.