Mark Twain once said, “There are lies, damned lies and statistics”.I would add SLAs to that.
As far as help desks are concerned, one has to have some metrics for their operation. It is important to isolate slackers or overworked people. Past that point SLAs are essentially meaningless since the key indicator in this line of business is customer satisfaction which is not easy to measure at all. SLAs are only useful as meters of the operation’s smoothness not quality or satisfaction of delivered service.