Can we define SLA for demand module

[Ravi kiran1]

Hi All

Demand submitted are in backlog demand for a long time without addressed in my organization  , as a process improvement is there a ServiceNow standard SLA for response , resolution of demands please suggest (understand the time will be esteemed on complexity of demand but a fixed time frame based on scoring and value). 

Thanks in advance 

[Boyan1]

Hello, 

Yes, as demand table extends task you define SLAs for demands.

For more details, please check https://docs.servicenow.com/bundle/rome-it-service-management/page/product/service-level-management/task/t_CreateAnSLADefinition.html#t_CreateAnSLADefinition

Best regards,

Boyan

[Ravi kiran1]

Hi Boyan,

Thanks for the info ,can you help me to define the standard SLA time line if you know.

[Boyan1]

Hello,

Exact timings are heavily dependent on the organization and its maturity.  I would go with 10 days for response (demand is personally assigned and T-shirt size is set).

Then based on size you can define the SLA. I would go from S to XXL as follows

3, 5, 10, 15, 25 days.

Again it is depending on the nature of the demand and the internal processes that you have in the organization 

[Rajesh_Singh]

Boyen is correct on solution front. 

On lighter note - we have SLA for incidents because if service provider miss the SLA there is penalty.

However in case of demand there is no such thing - its different ball game - there may be possibility that demand is on hold due to insufficient funds or lack of skilled resources or delay in decisions or any other constraints 

In that case SLA will surely miss, you can again hold SLA based on some conditions but then your doing various customisation one on SLA and another on holding SLA on condition basis, and it could lead to more customisation - too much of customisation is bad approach here.

My approach would be education team to manage demands on time, also configure notification on demand table if demand is older than 30 days it sent 1st reminder if its 45 days it send email to him and his manager and so on. this approach you can achieve with zero cusomisation

Thank you!
Rajesh Singh