Follow time of Approval (SLA ?)

[Noble63]

Hello Community,

I would like to have a way for following time taken by each groups which have to approve a SR in order to identify the waste time and improve our process.

Use Case :

I have a SR with 3 levels of approval :

Level 1 : Manager Approval

Level 2 : Specific team XXXX

Level 3 : Security team

I would to be able to follow how many time taken by each team.

Manager receive the approval at 10h and validate it at 12h => time  : 2 h

Team XXX receive approval at 12h and validate it at 15h => time : 3 h
Security team receive approval at 15h and validate at 18h => time : 3h

The standard way to that seems to use SLA, but I have not found good start and stop condition.

I have today only one SLA definition which take the global time for approval => 2 + 3 + 3 hours

Do you have any idea about a solution for my need ?

Thanks

[Dr Atul G- LNG]

Hi @Noble63 

This you can get easily with performance analytics but in standard reporting need to check each value and compare. 

The standard way to that seems to use SLA, but I have not found good start and stop condition.

Atul: Not SLA, need to create OLA but not that much good.

Have a look here

https://www.servicenow.com/community/itsm-forum/change-reporting-assess-to-authorize/m-p/537182