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Hi,
given interview for a support project and need some
suggesation on below issues.
1. how to improve SLA and what are the best way to improve
SLA?
2. How to Increase the ticket resolution process?
3. suggest me some new process which will be helpfull in
support project?
Awaiting for your reply.
Many thanks in advance
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Answer Posted / sri
Hi,
When the ticket is on suspended mode there will be no count
in time.So its always better to give a reason for
suspension and put it on suspend mode.
Other way please assign it to user asking for more
information,dont put that in your queue.
Resolution process as a consultant we will not work on it
its a management decision...but if you feel more
enhancement is needed then you can close the ticket and
make it as ISR.Internal service request.
Hope this helps.
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