Team Based Operational Level...

Increase turnaround time and improve customer satisfaction by identifying support bottlenecks with OLAs.

Overview

OLAs are the hidden gem of Service Management, many people have heard of them but few have implemented them. But when you review the introduction video below, you'll understand that this is exactly what you've needed all along, and, you'll also finally see a practical way to work smarter, not harder.

This Cherwell mApp will take you to the next level, it's been designed with the benefit of 15 years experience by some the most experienced people in service management.

Implementing Team Based OLAs and utilizing their valuable metrics will:

• Increase First Level Resolution
• Improve Mean Time to Resolution
• Reduce work queue backlogs or outstandings
• Reduce redundant, duplicate and repeat work loads
• Reduce the Average Open Age of support records
• Improve resourcing and workforce management.
• Empower meaningful conversations and agreements between internal teams (with out having to sign verbose and lengthy agreements)

Some of the functionality delivered in this solution includes real-time dashboards, OLA indicators, Escalation Logs and Counters, Pending counts, SLA breach notifications, Stop the Clock Functionality, OLA event Transaction logs and Beyond SLA breach tracking. Full functionality can be reviewed by requesting access to our Team Based OLA Video Play list.

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Support

Service Quality

Website: https://www.servicequality.com.au/support

Phone: 1300 881 178

Email: hello@servicequality.com | sales@servicequality.com.au

Headquarters: Level 14, 5 Martin Place, SYDNEY NSW 2000

Details

Category: IT Service Management

Price: Paid

Publisher: Service Quality

Updated: 10/09/2015

Version: 1.1

Release Notes: https://www.youtube.com/watch?v=FITzIDsEnzw