How does your organization handle SLAs on catalog requests?

[Casey Verhagen]

Currently our organization only uses SLAs on incidents. A request came up for a single catalog item to dispatch an on-call person and to utilize SLAs for the request. I know that both of these are doable, but as we thought through the process more and also started thinking about future state, we ended up having more questions than answers. We are curious on the following items and how other organizations handle them, or if you have any lessons learned from either a successful/unsuccessful implementation of SLA's on requests.

1. Are your request SLA's tied to the REQ, RITM, or TASK?
2. Do your tasks have different priorities than the request item if multiple tasks exist?
3. Do you have standardized SLAs for requests, or are they dependent on the request item/task?
   1. If you have dependent SLAs how are you ensuring that staff know the SLA for that request?
4. Do you only have SLAs correlating to P1 - P5, or do you have additional SLAs/priorities based on the need?
5. Do all of your requests have SLAs or only certain, more urgent requests?

Again, any answers you have to these questions, additional information I might not be thinking of or insights into your own experiences would be greatly helpful!

TIA!

[Dr Atul G- LNG]

HI @Casey Verhagen 

1. Are your request SLA's tied to the REQ, RITM, or TASK?

Atul: SLA must be tied to Sctask, not on REQ or RITM, that is not best practice.

1. Do your tasks have different priorities than the requested item if multiple tasks exist?

Atul: Yes, like in onboarding few tasks are on P1 and a few are on P4. So it depends on the nature of the catalogue item and what it going to accomplish.

1. Do you have standardized SLAs for requests, or are they dependent on the request item/task?
2. Atul: Yes we standard SLA but not for REQ for tasks except a few. 
   1. If you have dependent SLAs how are you ensuring that staff know the SLA for that request?
3. ATul: It is more in education and awareness to staff.
4. Do you only have SLAs correlating to P1 - P5, or do you have additional SLAs/priorities based on the need?

Atul: We have priority-based SLA, 90-95% are like P4 type SLA.

1. Do all of your requests have SLAs or only certain, more urgent requests?

Atul: We have for all, but again not on Request for task on that request.

[Casey Verhagen]

Just bumping this to see if anyone else wants to share their experiences. 🙂