What is the benefit of using SLA in problem form?

[Aryan]

What is the benefit of using SLA in problem form?

1. On which state should I pause the SLA? 

2. On which state should I complete the SLA? 

[Ankur Bawiskar]

@Aryan 

Would you mind closing your earlier questions by marking appropriate response as correct?

Members have invested their time and efforts in helping you.

Application Registry for transfer data from ServiceNow to external tool. 

Instance Performance Report like CPU, Response time etc.. 

[Aryan]

Hello @Ankur Bawiskar 

I already highlighted you my initial request was not completed.

Still I am searching for a solution mate. Once I got the solution I update it with the answer.

[J Siva]

Hi @Aryan 
SLAs are used to measure response and resolution times. Typically, SLAs are defined based on the contract between the client and the service provider. So, there's no such thing as benefits.

Regards,
Siva

[Arun_Manoj]

Hi @Aryan ,

 1. Operational Accountability

• It ensures that problem tickets are resolved within agreed timeframes.

• Helps track whether the problem management team is meeting defined service commitments.

---

 2. Performance Measurement

• SLAs help in measuring and reporting on the efficiency and timeliness of problem resolution.

• Useful for KPIs such as Mean Time to Resolve (MTTR) and SLA compliance rates.

---

 3. Prioritization and Escalation

• SLAs can be configured to trigger escalation rules when time thresholds are breached.

• Ensures high-impact problems receive timely attention.

---

 4. Consistent Process

• Encourages consistent timelines for investigating and resolving root causes.

• Useful when problem resolution impacts multiple incidents or services.

---

 5. Audit and Compliance

• Helps demonstrate compliance with internal policies or external regulations.

• Provides historical records of SLA compliance for audits.