Configure SLA on RITM Level
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‎12-11-2024 05:21 AM
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.
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‎12-11-2024 07:06 AM
But still i am not sure whether we can achieve this as RITM may has multiple child tasks. Very confused how SLA will work
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‎12-11-2024 07:12 AM
Hi @anuragkumbh
You having the answer of your own problem. As we said, SLA On RITM is not good case, as an RITM have 5 task and can be 20 , so adding SLA on RITM will not work. Better run SLA on sc task level only.
https://youtu.be/nWoOxES4fXQ?si=aNty3ckCD98YEqFE
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Dr. Atul G. - Learn N Grow Together
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‎12-11-2024 07:16 AM
@anuragkumbh , yeh go for sc_task based SLA as @Dr Atul G- LNG suggested and initially limit to some fulfillment team ( group ) only becuase, Org might need to make accountable vendor based fulfilment team not internal org team ( just a though ).
Please mark this response as correct and helpful if it helps you can mark more that one reply as accepted solution
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‎12-11-2024 08:26 AM - edited ‎12-11-2024 08:27 AM
An SLA on a RITM can AND should work. Someone just has to do the hard work of understanding
1) The component pieces of the process and
2) What time expectations are there on the component pieces.
From there, a reasonable expectation on SLA is simple math.
We can't be telling customers that RITM SLA's are a bad idea because it undermines their ability to assess performance on their service management.
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‎12-11-2024 08:25 AM
An SLA is an agreement between the Service Owner and the Service Consumer
An OLA is an agreement between sub-services and the Service Owner.
So for EVERY SINGLE Catalog Item that has multiple sc_tasks, the Service Owner for that Catalog Item must enter negotiations with the sc_task teams to determine how much time each component needs.
That establishes OLAs. Create "SLA" records for those in ServiceNow, just flag them as OLA.
Next, create an SLA record specific to the Catalog Item. Make it for the amount of time that is the SUM of all the times each team needs. This assumes they're all in series. I'm sure you're capable enough to figure out the timings if various catalog tasks run in parallel.
What's making this difficult is you want a one-size-fits-all at the RITM level. But reality is the RITM depends on the the teams delivering the tasks.
Like, it doesn't matter I promised my house guests that pizza will arrive in 5 minutes, when Jet's Pizza only promises delivery in 30 minutes.
