SLA/OLA on Catalog Tasks

[DFAV]

Hello.

I will be implementing SLAs/OLAs on Catalog Tasks.  We have hundreds of catalog items.  I have had a few suggestions and ideas as to how best to organize SLA level tasks, and I'd appreciate any input you may have.  The ideas for organizing task level requests include:

1.  Create an SLA for every task created for each item.  (Hundreds to configure and maintain.)

2.  Create an SLA for the assignment groups.  For example, all tasks assigned to GroupA have a standard SLA of 2 days.  If there are exceptions to this rule, then create a separate SLA for the exception.

3.  Create a new field on the task form, I'll call it "SLA_Level."  Give each task an SLA_Level identifier.  Then create an SLA to correspond to each SLA Level Identifier.  Have the selection criteria of the SLA read something like "If Selection_Level=Identifier1 then Start."  Example SLA definitions - SLA_1day, SLA_2day, SLA_3day and so on.  

Right now, option 3 sounds like the most efficient and simplest to maintain.

Any thoughts?  Any other suggestions for organizing task level SLAs?

Thanks in Advance for your input!

Diane

[Michael Fry1]

4. Don't do it on catalog tasks. Your deliverable is at the RITM level, which is where your SLAs should be running. Some catalog items have 1 task, some could have 5 but it doesn't matter if you say the items have an SLA of x days. You can put due dates on catalog tasks to help move the process along, but SLAs at that level doesn't make sense to me.

I just think that's a lot of overhead that should be avoided if possible.

[DFAV]

Hi Michael.  Thanks for the reply.  By setting SLAs at the Task levels we can hold delivery teams accountable as well as give them better information on how well they are doing at achieving their SLAs.  As you point out, in many cases, there are multiple tasks created for an item, each going to a different Assignment Group.

As for due dates, I am not a developer, and our task due dates are all over the map.  Some of the task due dates are set to the time the task was opened, while other task due dates are set at some point in time, that I can't make sense of.  Do you know where the task due dates are set?  Thank you!

[maria03]

My question for this is, who is assigned at the RITM level if there are 5 tasks assigned to different groups?  

[Dipesh Kalantri]

Hi ,

I am also trying to implement some governance around task management,

any suggestions based on  your implementation will be helpful.

We do also have multiple items where there could be 1 task or more tasks to different group

In case if you have any inputs, kindly share.

Regards,

Dipesh