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EdFITS How-To Guide 09: Service Level Management

EdFITS
Service Level Management
Define what ICT support your school provides, set clear expectations for response times, and use that information to improve service and build trust with staff.

Step-by-Step Implementation 1. Define Your ICT Services List what is supported: devices, logins, Wi-Fi, software, printing, MIS, etc. Clarify what's included and what isn't Set expectations for how support requests should be made 2. Create a Simple SLA (Service Level Agreement) Include categories like response time, resolution time, and service hours Use plain language - this should be understood by all staff Keep it to one page for quick reference 3. Track and Measure Performance Use your helpdesk log to track tickets and response times Add a “Met SLA?” column to monitor success Summarise performance termly for review 4. Share Results and Build Trust Include SLA performance in SLT reports or newsletters Celebrate improvements (“95% of issues resolved in 1 day!”) Be transparent about delays or challenges - this builds credibility 5. Review and Update Regularly Adapt the SLA if services change or priorities shift Get staff feedback on how…

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