SLAs for Service Requests

[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]

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.

[divyajetti9]

hi ,

For Service Requests, best practice is usually to focus on a fulfilment SLA, not a separate response SLA. Unlike Incidents, requests are predefined services, so the key metric is how long it takes to complete the request, not how quickly someone responds.

You typically don’t need to introduce Priority levels like Incident (Impact × Urgency). Instead, define SLAs based on the Catalog Item itself.

For example:

Password Reset → 1 hour fulfilment SLA

Laptop Request → 10 days fulfilment SLA

You can create SLA Definitions on the Requested Item (sc_req_item) table with conditions based on the specific Catalog Item. This keeps the design simple, clear, and easy to maintain.

Priority or response SLAs should only be introduced if there’s a specific business requirement (e.g., VIP or expedited handling).

Thanks
Divya Jetti