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‎08-03-2015 06:29 AM
Hi Everyone,
Just looking to get some best practice information about SLA's and service catalog entries. I cant seem to find anything on the forum, but I was just wondering what are some best practices regarding SLA's on service catalog items? Is it best to run them at the item level or day the catalog task level? What about if an item is to be fulfilled by multiple groups? In that case it makes sense to run them on a catalog task level vs the item level. What has been your experience with this? Is one way better than the other, if so why? Any information about personal experiences, suggestions, opinions would be appreciated. Thanks.
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‎08-03-2015 07:57 AM
Hey Zack.
So I take it the RITM SLA definition would be the sum of the underpinning operational level agreements?
Yes, the SLA I put at the RITM is the sum of what I know from measuring my component work. Its important to note I don't do this automatically. My RITM SLA isn't doing some kind of calculation of preferred timelines for the sc_tasks. This all assumes I've been using Metric Definitions to find out how long that child work usually takes before I make the promises.
Also, when you say they are not the same type or definition, I am assuming you are referring to type as a systematic one
Correct. We're talking about SLA Definition records either way. Some just represent real client facing ITIL-ish SLA's. Some represent OLA/underpinning contracts.
Which leads me to my last question, from a system perspective, what is the difference between the latter two?
From a system perspective, there is nothing mechanically different from an SLA Definition defined as an SLA, OLA, or UC
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‎08-03-2015 07:37 AM
Hi Zac,
Nice question.
Normally we prefer to define it on Catalog Task level. It keeps the things simple and also helps for accountability.
You will calculate how much time it should take to complete the request, will split it up amongst different groups fulfilling that task. You also need to incorporate different schedules of different teams. you will require to pause the SLA if something is pending. It is easier if we define it on catalog task to pause it rather than defining it on the requested item.
