Monthly SLA calculation

[juliaanncur]

I am looking for guidance on best practice to calculate the monthly SLA for Vendors. 

Should I run the report based on incidents Created in the month under review, or based on incidents Resolved in the month under review (regardless of create date)?

[Brian Lancaster]

You should use closed as that is the only time you know when an SLA has stopped running. When an incident is resolved it can be reopened typically.

[juliaanncur]

Thank you Brian, this is how I also believe the SLA should be calculated.  Reason also being that incidents not resolved in the month they are created then fall off the radar and are not properly accounted for.

AndersBGS who also responded raised a good point though that this should be clarified and agreed in the SLA agreement when drawn up. 

[AndersBGS]

Hi @juliaanncur ,

 you should have a clear agreement with your vendor on how you calculate the SLA in according to your collaboration. This should be agreed from contract perspective and not from a ServiceNow perspective.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

 Anders