Is it good to have SLAs for problem management?

[Suggy]

Is it good to have SLAs for problem management? 

As per docs, below is the snippet.

• Service level agreements: SLAs can be used to ensure that problems are highlighted.
• As investigating and fixing a problem could be a long-term effort, it is not recommended that you apply SLAs to an overall problem. SLAs are also used as a performance indicator for the Problem Management team.

In line 1 ServiceNow says SLA can be used.

In line 2, ServiceNow says its not recommended.

Overall questions:

Q1. Is ServiceNow recommending to have SLA for problem or not?

Q2. Does ITIL recommend to use SLA for problem records? 

[Brian Lancaster]

Typically were I have setup SLA for problem, it was because we had a contractual agreement to provide a RCA within 3 business day. They way we had it was that the SLA was on the RCA task that was generated when then problem was created. Since ever problem did not have to have an RCA to the client we use the priority to determine when to auto generate the problem task.

[Suggy]

Hi @Brian Lancaster I did not understand the line 'Since ever problem did not have to have an RCA to the client we use the priority to determine when to auto generate the problem task.'

Can you please explain what exactly you meant.

Thank you

[Brian Lancaster]

Some Times we would created problem for things that were not yet affecting the client but we saw them. So we did not needs the RCA SLA. We would still do one but there was not need at the time to report it to the client as it was not affecting them as of yet. So I guess I should have said not all problem required a RCA SLA. Sorry for the confusion.

[Suggy]

It is clear now, thank you Brian for your inputs.