Service Desk SLA Recovery
Multi-site IFM operator with inconsistent triage and weak ticket QA against client SLA scorecards.
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.
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 immutable 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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