SLAs on Requested items -- Good idea, bad idea?
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02-16-2015 05:57 AM
The wiki specifically discusses setting up SLAs on the request and catalog task levels (Defining Service Levels for Catalog Fulfillment - ServiceNow Wiki), but I do not see anything about setting them up on the item level. From a process perspective, OLAs on the tasks make sense to me. It seems that SLAs on requests would not be particularly useful as the variety of deadlines for the items under those requests could be rather diverse. Does anyone have any thoughts on why setting up SLAs on the requested item level would be a good idea or a bad idea? Thanks!
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02-16-2015 12:06 PM
I think depends of what you need, I think could be useful to set up a generic SLA to the Requested Items (RITMs). the Generic SLA could be if it was already assigned, in other words if the assigned_to field is already filled out. Could be 1hrs to consider the SLA to be breached.
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02-16-2015 02:07 PM
If you have a standard request with a standard delivery, you could set an SLA, but I would recommend making sure that you measure post-approval, and then have a separate SLA or metric on the time to approve.
It's often very useful to be able to show how long it took to DELIVER the request, versus how long it took to APPROVE the request -- then you'll know where the process bottleneck is.
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02-17-2015 09:12 AM
Thank you both for the thoughts--I certainly agree with the desire to distinguish between delivery and approval times.
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02-17-2015 09:24 AM
Good points above. In my opinion, the Request item ticket is the only one of the three with any real SLA measurement value at all. Requests are simply a container, nothing more. The tasks are so diverse that there's not a single SLA for tasks that would be useful and the setup of the tasks means that setting up individual task-based SLAs would be a pretty big mess...although there might be specific tasks you might want to target.
If you're going to do an SLA at the item level though, I think it really needs to be specific to each item ordered. SLA delivery timings for installation of software would probably be very different from those required to provision, configure, and deploy a new router or server for example.
