A SLA, Service Level Agreement, is a mechanism to manage customer expectations. The term agreement is often used in contract form, where the organization describes its services for the client. Sometimes service contracts actually have penalties in the contract. Using the SLA in this approach can result in a complaint mechanism, where the provider is judged against what he did not achieve.

This white paper discusses 7 ideas which help to leverage and even create an income generator with service desk software. Just think a bit beyond the general usage and the ideas are limitless.

A significant percentage of consumers say a clear Product Return Policy influences their decision to buy from a vendor. Consumers today are very concerned about potential return hassles and are not comfortable buying from vendors that don't have a clear return policy.

How do you Deliver Industry Leading Service within your environment Every organization is unique with its own business practices, policies and service flows. This can be based on the size of the user community, the varied level of technical expertise of the end user community and the service desk or distinct industry vertical requirements. Whatever the reason, no two organizations are the same and implementing industry leading service management can provide a competitive advantage. In this document we’ll look at the top 10 key elements required from an application which will provide a service management framework flexible enough to operate your way delivering your service.

Get our Latest White Paper in which we’ll discuss why ITIL has become so prevalent within Information Technology. With this prevalence should you implement ITIL if ITIL fits your organizational needs how to best approach an implementation

The correct categorization of new requests is key to your service desk performance and the support you provide to your customers. Incorrectly categorized incidents will skew your metrics, throw your SLAs times off and impact the real-time performance of your service desk. In this document we share our thoughts about how you can organize your service desk tool using categorizations that matches your organization, and supports your SLAs and metrics.

We like to share our experience with many implementation and help YOU to avoid common pitfalls in implementing a service desk software solution.”