WashU IT End User Services is developing and actively training our staff to provide service excellence. We have just released a new training module that discusses the importance of fulfilling our promise to our customers concerning timeframes for resolving incidents within our established Service Level Agreements (SLA).
SLAs are a documented agreement between a service provider and a customer that identifies both – services required and the expected level of service. Adhering to published SLAs is just one component of providing excellent service to meet customer expectations. By raising awareness of SLAs within our teams through regular training, students, faculty, and staff can expect an improved experience.
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