SLA for Service Request

[damienpilla]

I want to implement SLAs for Service Requests. Should I include a response SLA, and should I introduce Priority levels for Service Request SLAs? For example, I want a password reset completed within 1 hour, but a laptop request may have a 10‑day fulfilment target. How should I design this?

[Tanushree Maiti]

Hi @damienpilla 

First thing you have to understand, we create SLA against Business Agreement.

You should generally use SLAs on the sc_req_item (Requested Item) table for tracking overall fulfillment time for a specific item, or on the sc_task (Catalog Task) table to track individual team performance and ensure timely completion of specific actions.

This way , in our project , it has been implemented.

So regarding "I want a password reset completed within 1 hour" It would be SC_task level SLA. To implement it , When in flow , you add the catalog task activity-> you need to set duration as 1 hour (Assmuning your SLA on sc_task with 1 hour duration is in place , with proper start (stop,pause,stop as well) condition.

" a laptop request may have a 10‑day fulfilment target" -> It could be RITM SLA.

In RITM delivery time should be 10 Day (assuming RITM SLA is in place with proper configuration).

At the end, without Business Approval never ever create any SLA on your own as earlier said SLA is created Based on Business agreement.

[AndersBGS]

Hi @damienpilla ,

Basically, SLA should be in relation with your service offering and the contractual agreement with the specific item. E.g. if you have a service offering which is can be be ordered, then you design the specified delivery time to show on the portal together with an SLA for measurement.