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https://www.infosys.com/digital/insights/Documents/application-maintenance-support.pdf
Production support and application maintenance – corrective maintenance, bug fixes, production support, and coordination with L1 team where required Support phase Infosys provides warranty / hyper care support, and steady state support once the application has stabilized. We provide all types of support levels i.e. L1, L2, L3, and L4
https://itservicemanagement-itil.com/key-metrics-application-outsourcing-measure/
Application outsourcing engagements are typically governed via specific service agreements that are comprised of a number of SLAs. Metrics are a critical ingredient of an SLA. There are dozens of metrics that could potentially be measured for outsourced application support and maintenance services. Tackle the Basics First Days & Hours Unit of Time …
https://www.bitwiseglobal.com/blogs/5-keys-to-unlocking-value-from-production-support-2/
Aug 24, 2015 · Bitwise Production Support Framework. With experience and expertise in supporting mid-size to large production environments; Bitwise has laid down a production support efficiency framework that ensures definite ROI covering various aspects where the focus is …Author: Sharvari Hongekar
https://financesonline.com/10-important-kpis-and-metrics-your-customer-support-team-should-be-using/
Just like sales and marketing, with customer support, you look at the metrics and key performance indicators and, if you’re not reaching goals and targets, make adjustments to your efforts and strategies. We’ll focus on understanding customer service metrics, customer support KPIs, and how to measure customer satisfaction.Author: Nestor Gilbert
https://www.manageengine.com/products/service-desk/help-desk-software/help-desk-metrics-kpi.html
Jan 13, 2018 · Measure the right key performance indicators (KPIs) and IT help desk metrics to identify the performance and health of your IT service desk. Make the best business decisions for your help desk by analyzing the 8 most significant, industry-standard IT service desk reporting metrics…
https://www.cio.com/article/2438284/outsourcing-sla-definitions-and-solutions.html
A service-level agreement (SLA) defines the level of service expected by a customer from a supplier, laying out the metrics by which that service is measured, and the remedies or penalties, if any ...
https://blog.servicerocket.com/adoption/blog/2014/08/5-best-sla-metrics-high-performing-service-desks
Aug 12, 2014 · We've gathered five service level agreement (SLA) metrics that a high performing service desk should measure regularly. Share yours in the comments! ... 5 of the Best SLA Metrics of High Performing Service Desks. ... Time Waiting for Support is a measure of how long a tickets spends in the hands of a service desk agent or more importantly, Time ...
https://blog.invgate.com/top-itsm-metrics-kpis
Aug 06, 2015 · Top 12 ITSM Metrics you Need to Know: Incidents ... Understanding the internal performance of the support team is valuable, but you must be able to extrapolate your findings back to the benefit gained by the customer or organisation. ... Resolution within SLA - Percentage of incidents resolved within agreed Service Level Agreement. This is a ...
https://www.researchgate.net/file.PostFileLoader.html?id=57dd01cc217e20833c09de99&assetKey=AS%3A407226234753028%401474101708851
This document is a template for establishing a Service Level Agreement with an external vendor providing application support and maintenance. ... SLA (e.g. scope, metrics, etc.) ... Service Level ...
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