SLA

[Keith Ciupak]

Question for the community..........Are any of you building SLAs for SCTasks resulting from a catalog item/form generating an SCTask to complete the work? I have seen this sceenario create an Incident, but have not experienced the task generation. In my case, they are creating this SCTask to perform work such as access requests, group requests, build Catalog Items, Content Pages.....basically all the different services this team supports. We have generic SLA for Incidents based on priority level that all teams can use, do any of you then create custom SLA's for each team for the SCTask services they provide? This company is new to everything ServiceNow so my hope is to start small with OOTB solutions and allow them to discover additional needs as they grow more familiar with how to best manage the services the teams provide.  Currently lacking basic report/dashboard usage, and adding SLA and Perf Analytics now. Very little requirements provided, more of an activate and we will make derterminations from pilot teams. 

[Tony Chatfield1 · Accepted solution]

Hi, unless there is a legally contracted deliverable then I think OLA is more appropriate than SLA, but this is just a field choice on the SLA definition and there is no impact to the behavior\functionality.

Proactively using OLA for any task type is an excellent idea in my opinion, as it allows you to baseline and track the loading and effectiveness of teams. The one caveat is that these SLA/OLA deliverables need to be achievable as part of BAU behavior; IE they should be used to deliver better visibility and manageability of target milestones, and not to focus on failure.

For an organization new to ServiceNow, I think your decision to start small and grow into the platform (and a structured solution) is a good best practice approach and long term this should ensure a more efficient deployment with minimal rework.
The one think that you might need to consider carefully is baseline reporting requirements, as it can be difficult to deliver legacy data into new reports if changes are made to reporting and underpinning metrics.

[Keith Ciupak]

@tonychatfield1 Appreciate your insight! Yes, we are intending to use the data collected from the SLAs to improve the processes we have in place as well as better manage the work/services the teams provide. The SLAs will provide a documented and consistent target/baseline for everyone. Thx