Consultancies are prone to getting comfortable, especially if the assignment is long term support. Service Level Agreements can add to a natural desire to live up to them and to go no further. We have noticed that value of onsite support can decline if not monitored by external audits (see recent work) and if not actively monitored to encourage ACTIVE support.

NDB had designed and adapted a Contact Log first used over 3 years ago to ensure we monitor who e are talking to, what ype of support we are providing and which teams are making the best use of ourselves. This gives a monthly quick overview of 

1. Load: are we over used or not used enough? Where are the peak times?

2. Resolution times: what causes delays in response?

3. Who needs Training: if we get low level questions better answered by ormal Training