How are you managing SLA for Multiple assignment groups across Multiple Service Providers?
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‎06-21-2022 09:34 PM
In some cases to resolve an incident, there could be multiple assignment groups involved from multiple service providers. In such cases, how are you handling:
1. Assignment of Incident (do you reassign or make use of Incident task or what you do?
2. How do you define and track sla? (SLA at specific service provider level or at incident level etc?)
Please share complete details around this if you have implemented Incident management in a multi service provider scenario.
Thank you !
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‎06-21-2022 10:01 PM
Hi,
1. Assignment of Incident (do you reassign or make use of Incident task or what you do?
Well, it varies customer to cusomter but recommended is to use incident tasks. This helps for better tracking & reporting.
2. How do you define and track sla? (SLA at specific service provider level or at incident level etc?)
SLAs at incident task level as well as incdient level. So, for incident suppose SLA is 5 days. Incident task needs to have something that will be less than 5 so as to ensure accoutable team at Incident level has some sufficient time as well to action/update things.
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‎06-23-2022 08:02 AM
When you say
"Well, it varies customer to cusomter but recommended is to use incident tasks. This helps for better tracking & reporting."
How will you calculate the total SLA for both INC and INC task..
How will you handle priority changes from INC to INC task..
"SLAs at incident task level as well as incdient level. So, for incident suppose SLA is 5 days. Incident task needs to have something that will be less than 5", how will you define that?
Simple ex - Lets say total SLA is 1 hours. You might create an INC task at 1st min itself, or you can create it at 59th min. Theoretically it sounds simple, but practically how its done/how others are doing is what I am trying to understand.
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‎06-23-2022 11:20 PM
How will you calculate the total SLA for both INC and INC task..
Total time for INC task sLA should be within INC SLA. So, if INC has 5 days SLA better would be to have INC task SLA to may be 2 or 3 days.
How will you handle priority changes from INC to INC task..
Priority should have any impacton INC Task. It should be independant of Priority & has been the case with my different engagements until now.
Simple ex - Lets say total SLA is 1 hours. You might create an INC task at 1st min itself, or you can create it at 59th min. Theoretically it sounds simple, but practically how its done/how others are doing is what I am trying to understand.
As said it depends on use case. If you have P1 obviously you are not going to create a INC Task. There will be a call setup where all members will join & look for a fix. Ultimately, there has to be one team who will be responsible to take ownership or held accountable for issue. If there is a different team involved this would tend that issue is not with one system but with multiple.
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‎06-24-2022 07:09 AM
Hi
Scenario:
Total INC resolution SLA is 5 days. Inc TASK sla is 2 days, if you create INC task on 4th day, then you just have 1 day for breach.
Can you let me know how you defined the SLAs for INC task in your implementations.
Thank you
