With billions of web pages online, you could spend a lifetime surfing the Web for state archives, following links from one page to another. Amusing perhaps, but not very efficient if you are after some specific state archives information. One of the biggest complaints we hear concerns the difficulty of finding targeted information. Where do you start? Searching the Internet requires part skill, part luck and a little bit of art. Fortunately, we are here to help with the hunt.
You've probably heard of search engines such as Yahoo!, Google, and AltaVista. There are literally dozens of these tools to help you locate the state archives information you're looking for. The trick is understanding how they work, so you can use the right tool for the job and if the returned list of state archives sites is useable. We've done this and our summary below will save you hours and hours of time. The Dark Side of Help Desk SLAs
by: Hallett German
You just signed a Help Desk Service Level Agreement (SLA) and now think things will get easier. However, you may soon be falling into one of these traps:
1) COVERING THE TRUTH WITH METRICS
In some companies, those under the radar of SLA compliance may resort to doing the minimum instead of really solving the problem. This includes closing or reassigning customer tickets just to meet the ticket queue deadline. While a review of SLA monthly metrics may look like the help desk is meeting or exceeding metrics, in reality the quality of support had started a downward death spiral.
2) DOING ACTIVITIES JUST BECAUSE THEY ARE IN THE SLA
When creating the SLA, the customer/management may ask for services and reports because "they are nice to have" and they perceive them as free. However, once the SLA is in force, the help desk staff discover that the customer/management rarely read the reports or utilize these services. But the staff is forced to keep doing them because they are in the SLA.
3) IGNORING ACTIVITIES NOT IN THE SLA
Changes in current products, organizations, management, vendors, and users may require currently unsupported services to receive some level of support. Helpdesk staff are now faced trying to make both the SLA and non-SLA users happy. But picking the wrong choice may mean that you may be trading a happy today for a thousand unhappy tomorrows.
In conclusion, take the time to create a realistic SLA that both and your management/customer can live with -- today and tomorrow. Schedule monthly reviews to see if the real needs are being met.
Periodically sanity check the SLA and see which activities/reports should be dropped and which should in the short-term and mid-term. Good luck in your efforts!
About The Author
Copyright Alessea Consulting 2004
Hallett German (hallett.german@alessea.com) is President of Alessea Consulting. is president of Alessea Consulting http://www.alessea.com specializing in Identity Management, Project Management, and Business Development
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If you've spent any time on the Internet looking for state archives, you've seen those sites that use hype to sell their products. You can't miss hype, with its exclamation points, bold and caps text, and enthusiasm through the roof. But when is hype appropriate and will it really help you with your search for state archives ?
If you visit a lot of state archives sites on the net, you'll begin to notice that most of them are exactly the same. Sure, they are selling different brands of state archives, but on the surface they are about as different as the Olsen twins.
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