Joined: Mar 04, 2008 Posts: 1894 Location: Helensburgh
Posted: Tue Jul 29, 2008 11:31 pm Post subject:
Am I misunderstanding? An OLA from whom to the service desk? _________________ "Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
Joined: Jan 03, 2007 Posts: 189 Location: Redmond, WA
Posted: Wed Jul 30, 2008 9:51 am Post subject:
If you do a search on my user name in this forum you will find a sample OLA between a service desk and a second level support group. It doesn't have any metrics, but it does have some issues that an OLA could cover.
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