What SLAs are you using for Incident Management?

[anthonywillis]

Out of the box, ServiceNow comes with the following predefined SLAs.

Priority 1 - Critical = 8 hour resolution

Priority 2 - High = 24 work hour resolution

Priority 3 - Moderate = 3 business days resolution

Priority 4 - Low = 5 business days resolution

I'm curious to see if others have kept the predefined SLAs, or have modified them?   If you have modified the SLAs for Incident within your organization, would you please post them?   I'm looking to do some bench marking to compare how other organizations utilizing ServiceNow have set them up.

[shukurmukhtarov]

Hi Robert. I have almost similar question. I want to establish in performance analytics incidents with p1 and P2 .   How i can manage it. Please, view screenshot

[Pilsam]

Would you know industry standards for:

P3 resolution? resolution rate within 4 days?

P4 resolution? resolution rate within 6 days?

Incident backlog ageing?

[Uncle Rob]

Wrong question.  The conversation must be between the service provider and its customer, not the service provider and every other company in the world.

IT isn't hte industry either.  IT supports and works differently if you work in Healthcare, Media, Government, Manufacturing, etc.