SLA Best Practice

[Ankit Jain5]

We have SLA's at catalog task level.
And we have ever growing catalog items in the system.
We have SLA Definitions created for different durations and have been using them for all the items.

So, is this the best practice or should we use one SLA definition for a fixed number of items?

[Logan Poynter]

Hello Ankit,

This is entirely my own opinion on your question

Service Level Management is always going to be representative of your organizational operations and the metrics that have been defined that need to be met. If your organization has agreed on metrics at the catalog level then that is where you would need to build them, but generally, I drive the discussion towards the RITM level unless absolutely necessary for a particular task (e.g. server build). 

Also, if you're building an SLA Definition for every task that will be generated then that is going to turn into an administrative nightmare down the road as your catalog grows. Best course of action would probably be to define a general SLA that can be applied across multiple tasks and then just distinguish in your reports based on the parent item of the catalog task.  

Please mark my answer as correct/helpful if it has helped you.

Thanks,
Logan

[Logan Poynter]

Hello Ankit,

Is there anything else I can assist you with? If there is nothing further, would you mind marking marking my answer as correct so that it shows as solved for others who may have the same question in the future.

Thanks,
Logan