|
Other Consulting Articles
Rules for Achieving Online Success
<br />The Internet brought a great deal of benefits to our life. Access to a lot of free and useful information is, probably, one of the most important out of them. However, this abandon of free
Creating a Winning Staff Team
As a business owner, I’ve had staff come and go over the years: some have done extremely well, and others not so well. During the time I was involved in running my business, I found some weaknesses
The Six Sigma Method and Design of Experiments
Six Sigma is becoming a proven approach for businesses and organizations to improve their performance. The spectrum of companies actively engaging in Six Sigma today is wide from industrials like Celanese,
How To Create A Mission Statement
Creating a mission statement can help you focus your business effort and do a lot of good in bringing your workforce together behind a common theme. The key to success is not just creating a mission statement,
How To Create A Better Brochure
<br />Having a quality brochure makes a positive impression on a potential customer. It gives the appearance that you’re serious about your business. <br /> <br />And it may give
|
|
Recent Consulting News
MAS Consulting Announces Microsoft Better Together Seminar Series for 2009 (CRM Today)
Microsoft Gold Certified Partner MAS Consulting is proud to announce that it will be hosting the 2009 Microsoft Dynamics Better Together Seminar Series.
Leventhal Consulting Opens for Business - Reuters
table border=0 width= valign=top cellpadding=2 cellspacing=7trtd valign=top class=jfont style=font-size:85%;font-family:arial,sans-serifbrdiv style=padding-top:0.8em;img alt= height=1 width=1/divdiv class=lha href=http://news.google.com/news/url?sa=Tct=us/3-0fd=Rurl=http://www.reuters.com/article/pressRelease/idUS113473%2B05-Jan-2009%2BPRN20090105cid=1287242142ei=4ztkScWzAYPUQYyVocQDusg=AFQjCNG3-mxkwj48tG1B-0FBOwMre9RLtgLeventhal bConsulting/b Opens for Business/abrfont size=-1font color=#6f6f6fReutersnbsp;-/font nobrJan 5, 2009/nobr/fontbrfont size=-15 /PRNewswire/ -- Leventhal bConsulting/b, www.leventhalconsulting.net, a high-end bconsulting/b service focused on assisting lawyers to lose weight, opened today b.../b/font/div/font/td/tr/table
MAS Consulting Announces... Microsoft Better Together Seminar Series for 2009 (Centre Daily Times)
Microsoft Gold Certified Partner, MAS Consulting is proud to announce that it will be hosting the 2009 Microsoft Dynamics Better Together Seminar Series. MAS Consulting will host a series of informational presentations and interactive seminars, offering exciting opportunities for local businesses to learn the latest Microsoft solutions and how their powerful integration capabilities can be ...
|
|
business consulting management services RULES for me. How about you? Is business consulting management services the first thing you think about in the morning and the last thing you think about at night? If so, maybe business consulting management services has a better hold on you than you think! That makes this the first place for you to stop when you want more consulting information! Because I’ve got it all here. Look around. Prove it for yourself.
The Dark Side of Help Desk SLAs
You just signed a Help Desk Service Level Agreement (SLA) and now think things will get easier. However, you may soon be falling into one of these traps:
1) COVERING THE TRUTH WITH METRICS
In some companies, those under the radar of SLA compliance may resort to doing the minimum instead of really solving the problem. This includes closing or reassigning customer tickets just to meet the ticket queue deadline. While a review of SLA monthly metrics may look like the help desk is meeting or exceeding metrics, in reality the quality of support had started a downward death spiral.
2) DOING ACTIVITIES JUST BECAUSE THEY ARE IN THE SLA
When creating the SLA, the customer/management may ask for services and reports because "they are nice to have" and they perceive them as free. However, once the SLA is in force, the help desk staff discover that the customer/management rarely read the reports or utilize these services. But the staff is forced to keep doing them because they are in the SLA.
3) IGNORING ACTIVITIES NOT IN THE SLA
Changes in current products, organizations, management, vendors, and users may require currently unsupported services to receive some level of support. Helpdesk staff are now faced trying to make both the SLA and non-SLA users happy. But picking the wrong choice may mean that you may be trading a happy today for a thousand unhappy tomorrows.
In conclusion, take the time to create a realistic SLA that both and your management/customer can live with -- today and tomorrow. Schedule monthly reviews to see if the real needs are being met.
Periodically sanity check the SLA and see which activities/reports should be dropped and which should in the short-term and mid-term. Good luck in your efforts!
Copyright Alessea Consulting 2004
Hallett German (hallett.german@alessea.com) is President of Alessea Consulting. is president of Alessea Consulting http://www.alessea.com specializing in Identity Management, Project Management, and Business Development
You wanted the information, we collected the consulting articles (in this case, specifically on business consulting management services). So I hope it saved you some time and helped you find what you needed.
Add a Comment
|