OLA what are your thoughts?

[kjohnson1]

Hi All

Do you have OLA (operational level agreements) configured like SLAs or just as a "paper agreement" outlining roles and responsibilities??

SLAs are the agreements we have with our service providers but what agreements are in place when incidents require reassigning - i.e. how

do you measure or monitor the time it takes for groups to reassign an incident to speed up resolution and not have incidents languishing.....

Appreciate your comments

Thanks

[David Bembridge]

Hi Kerry, we have a slightly different model where each incident has an end to end SLA, this is the measure the business is expecting 'IT' to fix the issue.   Then within that are various OLAs, e.g. we have 2X OLAs per service provider - Response and Resolution (which are roughly aligned to timings of the end to end SLA).   We also have a Helpdesk 30min assignment/triage OLA.

[kjohnson1]

Thanks for your response.

Are you OLAs in Servicenow or is it a "paper" style agreement or perhaps you have both??   We currently have SLAs for all of our Service Providers so when a ticket is assigned they have X days to resolve, we don't currently have any agreements in or outside of the system that expect each provider or desk that handles the ticket should reassign within a certain time frame and I think that's the gap I am trying to fill!

Appreciate your feedback its great to hear what others are doing

[Eeson]

Hi Kerry,

Yes, we do this sort of thing. Our business model is quite complex and we have a mix of contracted vendors.

The SLA we have between the customer and the current assignment group.

Often a ticket can move between different contracted assignment groups and breach, especially when moving between global groups.

We use metrics to gain a more accurate picture of where the delay has been. Teams know that this is measured so are more likely to move them on rather than "languishing" as you say and cause a breach at the final group destination

Iain