we are a very small team now, 250+ users 3 techs. Screen connect plays a bigger role here! :)
Idea is to set an SLA and review this on regular basis, find out the gap and either increase headcount or if no budget for additional headcount, then increase the SLA.
With the current tech headcount, the SLA that we are thinking are:
*Resolution includes temporary fix or work-around solution.
New hardware requests usually take 4-6 weeks to deliver from HP (we can keep stock of 5 but the user requests are quite a lot this year and next year as well, but no finance approval to keep more than 5 as of now), so agreed with HR on this timeline.
An SLA means that there is a punishment to you if you do not meet the requirements. What happens to the IT team if they cannot resolve these issues in the SLA time? How do you determine what is within the scope of what IT can have fixed and not?
The purpose for this is also to evaluate the existing issues, see if our small team can cater the requirements and based on the results we either get more people or increase the sla. As of now this will be visible only to IT team and based on our analysis we will release to users on a later stage with SLA that we can achieve