Best practice SLA Changes

[Brian Lancaster]

We will be changing SLA after over 3 years. What is the best practice when it comes to still open incidents / RITM? We will be changing the time frame on the SLAs not what start, pauses, and ends them.

[Amit Gujarathi · Accepted solution]

Hi @Brian Lancaster ,
I trust you are doing good.

Here are some technical best practices that you can follow:

1. Identify all open incidents and RITMs that will be impacted by the change in SLA timeframe. This can be done through a scripted report or by manually reviewing each ticket.

2. Communicate the upcoming change to affected users and stakeholders, and inform them about the new SLA timeframe.

3. Decide whether to apply the new SLA timeframe to open incidents and RITMs. Depending on the nature of the SLA and the tickets involved, you may choose to grandfather in the existing SLA timeframe for open incidents and RITMs, or you may apply the new SLA timeframe.

4. If you choose to grandfather in the existing SLA timeframe for open incidents and RITMs, create a new SLA for new incidents and RITMs that will use the updated SLA timeframe.

5. If you choose to apply the new SLA timeframe to open incidents and RITMs, be sure to update the SLA definitions and workflows accordingly.

6. Test the new SLA definitions and workflows in a non-production environment to ensure they are functioning as expected.

7. Once the new SLA is implemented, monitor ticket activity closely to ensure that SLAs are being met, and make adjustments as necessary.

Please mark the answer correct if it was helpful.

Regards,

Amit Gujarathi

[Brian Lancaster]

Probably best to grandfather the open incidents/RITMs. When we first went live everybody was freaked out about SLA so they double the amount to time you get. We will probably be setting them to what I said they should have been from the beginning (I just wanted to rip off the Band-Aid). Its not like anybody was being held accountable which is finally changing.