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ITIL :: View topic - PLAs
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PLAs

 
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viv121
Senior Itiler


Joined: Dec 15, 2007
Posts: 113

PostPosted: Tue Dec 18, 2007 12:24 am    Post subject: PLAs Reply with quote

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 ?
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3297
Location: London, UK

PostPosted: Tue Dec 18, 2007 1:22 am    Post subject: Reply with quote

PLA ?

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
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John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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viv121
Senior Itiler


Joined: Dec 15, 2007
Posts: 113

PostPosted: Tue Dec 18, 2007 2:23 am    Post subject: PLAs Reply with quote

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 ?
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Mark-OLoughlin
Senior Itiler


Joined: Oct 12, 2007
Posts: 306
Location: Ireland

PostPosted: Tue Dec 18, 2007 2:59 am    Post subject: Reply with quote

Hi,

"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.
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