Guarantee for IT Support Services
Through the Service Focus Framework, optimal service is certain, so success is guaranteed on 10 levels.
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Open ticket volume will quickly reduce.
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Active ticket volume will total no more than average daily new ticket volume.
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Time-based metrics will be accurate.
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Resolution SLA performance will improve.
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70% of service ticket updates will be reviewed in less than 3 hours.
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100% of tickets still waiting on a customer response after 2.5 weeks will have been chased three times and will be closed.
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Practically all support team activity will be recorded and measured.
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Managers will oversee and manage team work activity more easily.
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Staff performance reviews will be more objective.
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Support staff satisfaction levels will improve.
Guaranteed outcomes are subject to conditions agreed before engagement..