SLA Definition Type for Incident Response

Dennis25 · ‎01-06-2022

Hi,

I am hoping to get confirmation that Incident Response in SLA Definition[actual table name is contract_sla] should have Type [contract_sla.Type] = OLA?

I am in Quebec, and see that OOTB, all the Incident Response SLA Definition Type [contract_sla.Type] is SLA (instead of OLA).

Reason for asking this is that my understanding of some PA Indicators are using this [contract_sla.Type] =OLA to determine the Response SLA.

So, if OOTB they are all [contract_sla.Type] =SLA, then the Indicators would be wrong?

Examples of PA Indicator Sources impacted would be "Incidents.OLA.Resolved" and "Incidents.SLA.Resolved".

Thanks in advance!

Dennis Lee

Allen Andreas · ‎01-07-2022

Hello,

The pre-built indicators are also....merely a suggestion.

You can tighten them up and filter for definition is response, for example.

The indicator itself says it's: Total resolved incident SLA tasks, so it's correct in what it's looking at. It's just that you don't want that.

The main point here is that the system comes out of box with a basic setup and then you can tweak that to your organizations needs. If you are the appropriate person for that discussion. A process manager and/or ITIL manager would be involved in these discussions and if you're a BI individual, than it may not be your call.

When you said: "Reason for asking this is that my understanding of some PA Indicators are using this [contract_sla.Type] =OLA to determine the Response SLA."

That's not true. If the indicator is using type OLA, then the indicator (as per your own screenshot) was for the OLA indicator, not SLA.

So everything was already separated between OLA and SLA.

Anyways, I just wanted to make sure that first we establish that:

This is not a "system bug"
The SLA is for customer commitments and commonly used for response and resolution
OLAs are for internal IT commitments (or some do OLAs for all other departments except IT) and can also be used for response and resolution
Then there's UC's which is for vendor/3rd party
The indicators you mentioned are separated and one is for OLAs and one is for SLAs
If either indicator is grabbing too much data (i.e., both response and resolution definitions for either OLAs or SLAs) you can tweak that

Hopefully this helps clear things up a bit.

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Christian Prob2 · ‎01-06-2022

Hi Dennis,

I am not sure I am following - ootb I have OLA and SLA indicator sources and matching indicators.

Could it be that the instance you are using has been modified?

Christian

Please mark helpful or correct if deemed so. Thank you.

Dennis25 · ‎01-06-2022

Hi Christian,

Yes I have the same list of ootb SLA and OLA indicator sources and matching indicators too.

But the question was if the SLA Definition.Type [contract_sla.Type] should be showing as OLA or SLA for these ootb SLA Definitions:

Christian Prob2 · ‎01-06-2022

From a process / business agreement perspective, I see more often "Response SLA" than OLA. So there is nothing wrong with the SLA being typed as "SLA".

As Allen mentioned you may have to augment the ootb setup. Keep in mind that ootb not always means "the only true and correct way" - in many cases it's merely a suggestion or a "look that is how it *can* be configured"....

Hope that helps a but?

Christian

Allen Andreas · ‎01-06-2022

Hello,

Out of box there are SLAs setup for Incident.

You can setup OLAs if you need to.

The out of box response SLAs are appropriate, same as the resolution definitions.

You can create your own OLA response and resolution definitions, but those are not for commitments to customers.

The indicators are not wrong...they're just setup before you have built any OLA definitions.

So it's covering both...for when you use both....

Some companies don't ever use the OLA type.

You can have a response SLA and OLA...

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