The quality and standard of service that an IT service provider commits to deliver to its users. It is typically expressed through quantifiable metrics such as response time, availability, and inquiry handling speed. For a service desk, average wait time before a call is answered is a classic service-level metric.

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• 2016h28h #38システムの利用者からの問合せを電話で受け付けるサービスデスクのサービスレベルを評価するための項目の例として，適切なものはどれか。