SLA's for Demand Management in SNow

[SandeshD]

Hi team , 

We are planning to implement SLA for Demand Management.
As we understand , the SPM doesn't provide SLA engine OOTB , understanding Demand being derived from Task we can still configure SLA , but is it the right or best practice to design SLA for Demand Management?
If not , what can be the reasons!

[Tanushree Maiti]

Hi @SandeshD 

• Before  Implementing it, just ensure , is this agreed with business. When an SLA is missed, the resulting penalty is governed by the specific commercial contract, and it is a common practice to have legal or financial restitution defined in the SLA . Will that be applied for Demand
• If no penalty , you can create SLA , else you can go ahead with Escalation process implementation using due date with automated notification.

Refer:

https://www.servicenow.com/community/spm-forum/can-we-define-sla-for-demand-module/m-p/1029551

https://www.servicenow.com/community/spm-forum/sla-s-for-demand/m-p/3087167

[phil_bool_unifi]

Hi @SandeshD .  It would be important to understand if you're using these Demand records looking "inwards" - by which I mean to cover your organization's own evaluation of a proposal to invest in themselves - or if you're facing "outward", so your demand is customer-facing, and being used by clients (internal or external) to acquire services from your company. 

If your Demands are external-facing, then yes, defining an SLA is not just beneficial but something those customers expect.  However, you may want to ask the question about whether leveraging CSM to offer these services would be a better fit.  You may find savings in licensing, as well as an experience that is better suited to those customers/clients.

If your Demands are internal, then you may want to define OLA's (operational level agreements) instead, that reflect how long different parts of your organisation are expected to take to do their actions within your Demand lifecycle.

[jameswoodfo]

Hello,

I have a question: what are trying to measure? Typically, a demand is going to represent something an organization is not currently doing. That could be something small or something large. I think it would be difficult to put an SLA on the entirety of the process. However, if you are looking at something like how long does it take for us to respond to a submitted demand (I want to make sure that I move my demand from draft to submitted) or how long does it take to process a demand task (how long does an architectural review take). These are items that might be good target for creating an OLA/SLA.