Service Desk Internal Service Level Agreement Template

Author(s): Frank Trovato, David Xu, Andrew Sharp

1 Download

Get Instant Access
To unlock the full content, please fill out our simple form and receive instant access.

The final SLA document is a reflection of the insights gained from the entire creation process. Use this template to document an internal SLA that incorporates insights from both the business and IT.

Focus on the following sections for the Service Desk SLA:

  • Severity Definition and Escalation Rules: Document the current and ideal service desk metrics based on ticket severity.
  • Customer Requirements: Document the mandatory ticket submission requirements.
  • Customer Satisfaction Monitoring: Establish the desired level of customer satisfaction to the service desk.
Visit our IT Crisis Response Resource Center
Over 100 analysts waiting to take your call right now: +1 (703) 340 1171