Without proper SLA, Helpdesk is a glorified database !
If you are heading IT Operations or Support Desk or IT in general, then you know that end user behavior has changed significantly and continues to change. This means, the Helpdesk implementer has to either implement effective and optimal solutions or get out of the way.
For non-ITSM readers, let me define what is an SLA
SLA stands for Service Level Agreement. At a high level, it is an agreement / understanding between service provider and customer by when the issue/service needs to be responded and resolved.
If the agent or technician or support desk personnel of service provider does not respond or resolve the issue/request on time, it should be escalated to the second level. The process may continue further, if it needs to be escalated to the third level if it is not responded or resolved by second level either.