Do we have to have a service level agreement with our users in order to proof that we are out there to help them in times of need?  Well, my answer is a ‘Yes’ and a ‘No’.  Yes because this will serve as a guideline for the service provider to follow and this is good for newcomer to the service team.  And in the case of a disagreement between users and the service provider this becomes an avenue of recourse.  This also serves as a guide for the management if there is enough staff to upkeep the service level.  Of course the cost for justification of increasing headcounts just to maintain the service level has always been management nightmare, especially in bad economic times.

I am not fully in favor of an agreement are because service is actually beyond service agreement and service ticket.  It would also add undue stress to the service staff if the agreement is not carefully crafted.

If there is an agreement between users and the service provider, then shouldn’t there be an agreement between the different supporting teams within the service providing department?  Many a times this is always neglected.  But really, is there a need to?

My personal opinion is that service must come naturally from within us, all of us are a service provider in one way or another, be it at work, at home or out in the public, with your colleagues, friends or relations.  Do we have a service agreement with them?

Service is also not about solving the problems that the customer is facing but also the time for relationship building.  Having a good relationship with the customer is also a kind of service level.  Having a good relationship between the customer and the service provider will also helps to get things done faster, and also less likely to kick up a fuss out of a molehill.

This is all well and good in an ideal situation but there are also instances where relationship building is almost close to impossible.  This is when the time spent with the customer is so short or the customer is in a mood that relationship building is out of the questions.  I suppose this is when an agreement and a service ticket will come in handy.  But generally how many of such cases will that be within a company?  Everyone are colleagues how many will want to put the other party in a difficult position?

In my years of experience, the importance of having a good and cordial, if not a close (not intimate, this is a definite no here and will only complicate matter) relationship between use and the service provider goes beyond that of a service agreement and service ticket.

Beyond Service and Agreement is a post from: IANPEDIA

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