96. The Power of SLAs: Linda Lenox on Bridging Business and IT Through Meaningful Metrics

In this episode of Ticket Volume, Matt Beran welcomes Linda Lenox, a Service Management expert with decades of experience transforming IT operations. Together, they dive into the art and science of crafting meaningful Service Level Agreements (SLAs) that align with business objectives, foster collaboration, and empower service desk teams. From overcoming the fear of SLAs to leveraging them as tools for continuous improvement, Linda shares actionable insights and real-world examples to inspire IT leaders.

Here’s a sneak peek:

1. Why SLAs shouldn’t be a “stick” for service desk agents.

2. The importance of starting SLA discussions with current metrics.

3. How SLAs can bridge the gap between IT and the business.

4. Tips for balancing metrics like first call resolution and call times.

5. Using SLAs as a tool for service improvement, not just measurement.

Tune in for an engaging conversation packed with practical advice for IT pros, service management leaders, and anyone striving to make SLAs a business enabler. Don’t forget to like, subscribe, and share your thoughts—we’d love to hear from you!