SLA Defined Metrics as a Tool to Manage Outsourced Help Desk Support Services

摘要

Many organizations implement information technology (IT) service management practices to improve IT operations as it contributes to organizational performance. When outsourcing an IT service such as help desk support for customers, the organization may some of its ability to manage the relationship and ensure effective services are provided to the organization and customers. This paper presents the case of the Colorado Community College System's use of specific metrics, defined in the service level agreement (SLA), as a tool to manage the relationship with an outsourced IT help desk support service.