Service desk SLA recovery
Multi-site IFM operator with inconsistent triage and weak ticket QA against client SLA scorecards.
Pre-breach
watchlist surfaces tickets in the morning
Weekly
QA scoring rhythm - not month-end review
Per ticket
immutable QA + triage decision row
Before
- Tickets escalate after they breach, not before
- Triage classification is operator-by-operator, no shared rules
- QA samples are spreadsheet exports nobody trusts
- SLA scorecards land at month-end with no time to react
After
- Pre-breach watchlist surfaces tickets in the morning rhythm
- Triage rules are templated and applied consistently
- QA scoring writes an immutable row, reviewed weekly
- SLA cohort view tracks recovery within the period it lands
Illustrative narrative - no measured claim attached to either column.
Situation
A multi-site IFM operator was being scored down at monthly client reviews because P1/P2 triage decisions varied by helpdesk operator. Ticket-level QA was anecdotal, and SLA breaches were investigated reactively rather than tracked weekly.
Each missed SLA was investigated in isolation after the client raised it, so the same triage gaps recurred month after month - and the scorecard penalty compounded before anyone connected the pattern.
Discipline installed
Triage workflow with classification rules and named QA gates per ticket priority. SLA cohort views slice the active backlog by SLA proximity rather than open age.
Weekly cadence reviewing breach risk before it lands; knowledge-capture register turning recurring failure modes into reusable resolution patterns.
90-day shift
Sharper P1/P2 triage decisions across operators. Client SLA scorecards moved up because breach-risk tickets were being escalated proactively.
Monthly client reviews became defensible - every SLA outcome had a recorded triage decision and QA reviewer attached.
Governance gate reinforced
Reinforces the audit-trail non-negotiable: every ticket decision writes an audit-logged QA row. Operators and supervisors review the same record at the monthly client meeting.
What was installed
Triage workflow, SLA cohort views, ticket QA checklist, knowledge-capture register and weekly cadence.
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