Request and Requested Item SLA Setup

[JimCheffer]

Has anyone setup SLA's for Service Catalog request or Requested Item from a Catalog Request? I have setup SLA's for Incidents and tasks which are functioning. Doing the same setup for request or requested item does not generate an SLA. What am I missing? Thanks in advance.

[ccajohnson]

It may be that you are only missing one piece. Let us know what SLA definitions you have created so far, as well as workflows and notifications. That should give us a baseline to go with.

[JimCheffer]

Christopher, have found my problem for now. I created requested item and catalog request SLA and workflows. Did not see the SLA on the requested item form like you do on incidents or tasks. Was running an SLA report by stage and when looking at the details saw the SLA for requested item / requests. So I am creating SLA's for requested items and requests. Will need to modify the forms to show the SLA tab like incident and task. Jim

[Baggies]

Hi Jim, a lot toask for , but I too am struggling with SLAs for Service Catalog. Especially when I am trying to use a generic workflow for most Items, the more entensive requests having their own workflows. I am interested in what you are using for your SLAs; a delivery time on the item, a duration on the task, due dates passed from SLA definitions? As I understand it SLA are mostly applicable to Incident and Service Catalog is based around a delivery time. So I am interested in how you applied SLA to Catalog items. Many thanks, Mark S.

[JimCheffer]

Hello Mark, I had kind of forgotten about this posting. We have implemented (06/01/12) SLA's for most requested items and their tasks. We have some generic workflows and unique workflows to a specific catalog requests. We are using priority for the SLA on tasks and requested item. These are set in the workflow and the duration is set to same value. We have one business day, 2BD, 3BD through 10BD priorities (1Hr and 4HR for incidents only) and a 24 hour BD not counting the weekends. Since the same people that work incidents work catalog tasks we decided to use priority for both. We are more concerned with priority than due dates. There is a constant debate on how to measure SLA for requested item versus task so both are measured. In some cases we have 10 BD on a requested item but the tasks may not add up to 10BD. We are measuring individual perform via task SLA and department or group performance by requested item SLA. Last comment we have only been on item/task SLA for 6 weeks and Incident SLA for 10 Months. If you have more questions let me know. Jim