Kate,

Fundamentally, SLA is defined for a better service delivery and if the issue/request/task is completed by the desired time or not. It is not the best way for evaluating the efficiency of individuals/ITIL users.

Let me explain a bit better. SLA for a task is made keeping customer in the eyes. If the assignment is changing, why should the customer suffer? For customer, the service must be provided in the same time frame as promised. I feel the SLA should not reset in the case of reassignment. Reassignments are fulfillers responsibilities.

SLAs should get restarted only when a priority or urgency or something of that kind is updated.

Regards,

Sagar

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