The payroll department has contacted you regarding some dissatisfaction with the service rendered by the...

The payroll department has contacted you regarding some dissatisfaction with the service rendered by the IT organization. Among the items discussed were:

1. IT did not respond to their questions promptly.

2. Reports were not delivered and/or available online when needed.

3. It took too long to make needed changes to the payroll software system.

In response to this request, your IT manager has asked you to negotiate a service level agreement with the payroll department. List below at least four major components of a service level agreement, and describe how the components could improve customer satisfaction.

Type your answer in the box provided. Use options on the box toolbar to edit your response as needed before moving to the next question.