Configure SLA on RITM Level

[anuragkumbh]

Need to configure the SLA on RITM level.

There are some challenges.

• How will SLA work and configure for multiple tasks on single RITM?
• If there are 2 child tasks, 1 is in progress and the other is pending then how SLA will work and can configure.

Need urgent support to proceed further as I am stuck in between due to above challenges.

[Dr Atul G- LNG]

Hi @anuragkumbh 

Configuring SLA on RITM is not a good use case and it is not easy to monitor as RITM depend on task. So better configure SLA on Sc task and track the progress.

[Uncle Rob]

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Configuring SLA on RITM is not a good use case and it is not easy to monitor as RITM depend on task. So better configure SLA on Sc task and track the progress.

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This is why the concept of OLA exists though.  
You do the hard work of understanding what the component teams can deliver.  
Then you measure those teams on that expectation (OLA)
Then you use the OLA expectations to create SLA expectations at the RITM level.

None of it is even remotely technically difficult.
More often its just that ServiceNow ownership teams don't want to get involved in deep process work like that and prefer universal rules across the entire catalog.

[Uncle Rob]

You're putting mechanical concerns before process concerns.
A RITM is a mini-process.  Before you can set a performance expectation on a RITM, you MUST know performance expectations for the component pieces.

So for Catalog Item A, which has two tasks that run in series, you need to know what each task team can promise.
"Team Green, how fast can you PROMISE me delivery?"  1 day
"Team Blue, how fast can you PROMISE me delivery?" 2 days

You've now established OLAs and should have records created for those specific circumstances.
Back to Catalog Item A, you have no business promising anything sooner than 3 days.  Three days is your SLA because its facing the customer.   You DO NOT pause or re-evaluate anything based on the OLAs.
WE make a promise to consumer.  If our component teams fail, WE fail.  What's left is understanding why.

There is no rational way to fulfill both team performance measurement and customer expectation measurement with a single SLA.  If you try to manipulate RITM SLA based on task states, then the customer suffers.  We should aspire to be customer centric, not team centric.

[Uncle Rob]

Addendum to my previous reply:
If there is no way to establish expectations with the sub-team, then you can't make an *automated* expectation.
But no reason we can't manually enter a Due Date **AND** drive SLA performance on that Due Date.

HERE IS A THREAD I recently posted explaining how to build SLA definitions around Due Dates (and how to handle changes to them).