Best Practice for SLA

[VM3]

Hello Experts.

We have recently implemented SLA on Task table. Now the issue is our help desk is not matured enough and they assign the Tickets to wrong group and by the time it is routed to correct group, 70-80% of the SLA time is consumed. 

How do we tackle this and what is the best practice solution for this kind of scenario? 

Please advise.

Thank you in advance. 

[AJ-TechTrek · Accepted solution]

Hi @VM3,

Please refer the below KB article, which might help to resolve your issue on SLA.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0869748#:~:text=Best%20Practi...

https://www.servicenow.com/community/itsm-forum/what-is-best-practice-for-configuring-sla-definition...

Please appreciate the efforts of community contributors by marking appropriate response as Mark my Answer Helpful or Accept Solution this may help other community users to follow correct solution in future.

Thanks

AJ

Linkedin Profile:- https://www.linkedin.com/in/ajay-kumar-66a91385/

[VM3]

Thanks Ajay. I liked the option of resetting the SLA whenever there is an Assignment Group is changed in one of the document.  Thanks, 

[Dr Atul G- LNG]

Hi @VM3 

Are you referring to OLA? 

[Dr Atul G- LNG]

Hi @VM3 

I can understand the pain. Actually it is a process gap and not the tool. In this case

- Educate users/SD team about the SLA

- Show them a report and impact due to wrong assignment.

- Create a dashboard for live checks.

- Share daily report on wrong assignment.