Hi Team,
In our ServiceNow instance, we currently handle P3 and P4 incidents separately, with SLAs set at 2 business days for P3 incidents and 5 business days for P4 incidents. The inflow of P3 incidents is significantly lower compared to P4 incidents. Due to this, the business has requested combining both P3 and P4 incidents under a single SLA of 3 business days.
However, our SIAM team has raised concerns that a 3-day SLA could lead to incident breaches and potential penalties. They have therefore recommended that we instead set the SLA to 4 business days.
To help in making an informed decision, the SIAM team has requested that we implement two SLAs—one for 3 business days and the other for 4 business days—and apply these to closed or resolved incidents. This way, they can analyze historical incident data and provide a recommendation to the business.
My Question:
Is it possible to apply these new 3- and 4-day SLAs to past closed/resolved incidents in ServiceNow? . If so, could you advise on the best approach to achieve this in a way that accurately reflects potential SLA performance for historical data?
We also came across a concept called repair SLA, Can we apply it to closed/ Resolved incidents as well
