Connecting to This Academy’s Service Management Course
The service level agreement principles covered in this academy’s ITIL foundations course apply directly to remote and managed support, where formal commitments genuinely matter given the ongoing nature of the relationship.
Response Time Expectations for Remote Support
Genuinely realistic response time commitments, based on actual team capacity, protect trust in an ongoing managed support relationship better than aspirational promises.
Escalation Paths for Remote Support
A clear, genuine escalation path (who to contact and how, if a remote session isn’t resolving an urgent issue) should be established and communicated before it’s actually needed.
Reporting on Service Delivery
Regular, honest reporting on service delivery (what was addressed, what proactive maintenance occurred) demonstrates genuine value to a managed support customer over time.
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