Should you have SLAs on Problems and Change Requests?

[Dale Donahue]

Should you have SLAs/OLAs on Problems and Change Requests?

[Prinssi]

• Does your business require it? 
• Are Problems and Changes something that leadership wants done in a specific time window? 
• Do your groups need reminders to review things that are aging?

If you answered yes to any of these questions, the yes, you should have them.  But if you do not have a clear purpose for using them, then you should reconsider whether they are needed or not.

[AndersBGS]

Hi @Dale Donahue ,

From my general perspective, there shouldn't be a SLA/OLA for problem and changes. The reason is, that problems isn't about how fast you resolve them, but more a question about finding the right permanent resolution no matter the time to find the resolution. 

In relation to change management, again it's not about speed, but more about having the right approvals, having the right verification if changes were implemented successfully or not. 

If there is a business requirement to create SLA/OLA for problem and changes, I would always challenge this. 

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

Best regards

Anders

[Manmohan K]

@Dale Donahue 

Performing root cause analysis and finding solutions for problems can be challenging, as the time taken to resolve them can vary significantly, making it difficult to establish specific SLAs or OLAs for such records.

Similarly, change records can be unpredictable, with planned start and end dates frequently changing, and implementation issues potentially prolonging the duration of the change process.

A better approach would involve monitoring problem and change records and sending notifications to stakeholders when they remain open beyond a defined time threshold. This would ensure timely awareness and attention to such records that require prolonged resolution or implementation.