Posted: Tue Dec 18, 2007 12:24 am Post subject: PLAs
Hi , Am deeply interested in understanding the different grade of Service matrices across different Helpdesks. To start , I would mention what I have in place . I have PLAs as mentioned below:
1. 80 percent of all calls should be handled within 20 seconds
2.Abandoned rate <5 % . A call is considered abandoned when it is queued up for more than 20 seconds without reaching a helpdesk analyst
3.Average handling time -<600 seconds
4. FCR - >60%. The FCR is calculated as the calls closed on the fly which is while the analyst spends ten minutes with the user .
Am sure ITIL doesn't have an approach on this and its individual choice. What are the best practices as far as these matrices are concerned ?
Joined: Sep 16, 2006 Posts: 3453 Location: London, UK
Posted: Tue Dec 18, 2007 1:22 am Post subject:
What is that ?
What you have here are KPIs
Key Performance Indicators
Whether you make them part of an SLA or an OLA is dependent of whether the customer/user gets 'credits' for failing to meet the KPIs _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
Posted: Tue Dec 18, 2007 2:23 am Post subject: PLAs
Thanks UKVIKING . Hope you will keep in mind that Iam a newbie to the forum . I have come here to get answers for questions for which I've been groping in the dark . Ofcourse, I will share the best practices Ihave been involved in wherever I can .Do we have an ITIL stand on the KPI? Putting it other way do ITILers use KPI in place of Performance Level Agreements ? I am sure the PLAs are the KPIs are based on organizational needs but am interested in understanding whether PLAs find a place in the ITIL books or is it just the KPIs and KRAs ?
"2.Abandoned rate <5 % . A call is considered abandoned when it is queued up for more than 20 seconds without reaching a helpdesk analyst "
In my view these calls are not abandoned - but that they are just not answered within the expected / agreed threshold.
abandoned is where the user calls in and hangs up after an agreed threshold i.e. that the user must have at least stayed on the line for e.g. 20 seconds and then hung up. _________________ Mark O'Loughlin
ITSM / ITIL Consultant
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