Hi All,
We have a requirement, where a single provider has responsibility for both the IT Service Desk and a subset of the level 2 support groups for various services.
The service desk operates 24x7, whereas the level 2 groups work for shorter hours (e.g. 8x5).
Trouble is, that we need to measure the SD and in-scope level 2 groups as one unit (elapsed business time), in terms of SLA performance for incidents. So if a ticket starts with the SD, the Elapsed Business Time in the SLA task runs to the 24x7 schedule, but if the SD cant resolve it and send it to level 2, we need the clock to keep running, but then only to an 8x5 schedule.
I did some research on some previous posts on here and some knowledge articles, and it seems this is not possible out of the box, but I wondered if anyone else had found a solution, as I guess the scenario I describe is not unusual for medium\large size companies
Perhaps an answer lies outside of the SLA module in SNOW, maybe for example there is a way to combine the elapsed business time from two separate SLA definitions (one for the SD and one for the level 2) in a metric\performance analytics - I'm open to any ideas
many thanks
