Best Practice to define SLAs

[SN Rookie]

Hi Team,

Our client is planning to apply Response SLAs to their existing Service Request Management processes. The plan is to roll out to all the assignment groups in the company (around 420+ groups)

All these assignment groups fall under some Divisions viz. Retail, Investment Management, Technology Infra Services etc.

Now the tricky part comes in - The current plan is to roll out to only a specific Division but it's a possibility that most of the groups under a Division may have separate support hours.

What will be the best practice to achieve this implementation? Do I make separate SLAs for the assignment groups with different support hours or is there any other way to do this better?

Thanks in advance!

[SanjivMeher]

Can you elaborate for the separate support hours?

I have seen most of the cases a single assignment group working in different schedule. So they are 24/7 working on different timezones. But SLA should run 24/7.

If you really have different groups in different timezones, I would suggest creating SLA based on timezones only if the SLA duration is same.

[SN Rookie]

Sanjiv,

Different support hours can be as below -

Let's say we have 10 groups (A-J) in 'Division = Retail' , out of these 5 groups A-E follow 8am-8pm weekdays schedule, the rest F-J have support hours as 8am-6pm IST, 9am-7pm BST etc.

Lets assume Response SLA duration across these 10 groups is 2 hours.

Would I need to create 1 SLA or mutiple SLAs to cater this?

[SanjivMeher]

You will have to create multiple SLA for based on Timezone

Identify the schedule based on system timezone.

So if your ServiceNow System Timezone is BST, schedule should be based on BST.

[SanjivMeher]

Please mark the response correct if it worked for you and close the thread