Is it good to have SLAs for problem management?

Suggy
Giga Sage

‎04-27-2022 09:05 AM

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? 

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Patrick Ouimet2
Tera Contributor

‎07-24-2024 06:58 AM

the fallout of the crowdstrike issue made me think it is a great idea to have an SLA on problems, but maybe only on the higher priority ones. Right now our problems are only for company wide issues, or tracking little problems that may not be getting a lot of touches.

I think if i only focus on the top priorities of having SLAs for problems, that is probably for the best so our VP can look at the problem to get updates vs asking everyone for updates and doing akin to a calling tree.

My two cents.

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