SLA Policies

Scenario: 

An organization encounters difficulty in setting SLA policies for hardware incident resolutions among multiple vendors due to differing response times. 

Note: Vendor information is captured in the incident through the ITSM application.

Approach: 

• Develop vendor-specific SLA policies on vendor field to address variations in hardware incident resolution times.
• Establish criteria tailored to each vendor for triggering SLA enforcement and capturing vendor-specific SLA values.
• Define the SLA service window(24/7, 9/5 etc.) , holiday calendar and publish the SLA policy.

Scenario: 

A managed service provider struggles to set up SLA policies for customers situated in varied geographic locations, each with its distinct SLA requirements.

Approach: 

• Create a comprehensive SLA based on customer and location fields in the incident.
• The enforcement of SLA will depend on the location of the user and the associated customer mapping.
• The flexibility of defining SLA based on the fields in the incidents help set up complex SLA with a simpler approach. 

Scenario: 

IT Service Desk analysts struggle with SLA deadlines due to a lack of visual indicators for monitoring response times, resolution deadlines, incident durations, and remaining time.

Approach: 

• Introduce intuitive SLA cards with 9+ visual indicators, including color-coded play, pause, and stop buttons, to represent various SLA statuses.
• Drag & drop the SLA cards to the form to allow analysts to view SLA Cards for quick insights into deadlines, resolution time, and time remaining, helping them prevent SLA breaches.