How to create OLA for MIM
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
11-19-2024 03:30 AM
Major Incident Response OLA
Start Condition:
The 30-minute Response OLA clock starts immediately upon the creation or acceptance of a major incident. This clock runs continuously, 24/7, unless stopped.
Stop Condition:
The Response OLA clock stops upon sending the first internal communication via email through ServiceNow.
The Response OLA clock stops if the state of the major incident is manually changed to “Force Majeure” or “On Hold”.
The Response OLA clock stops when a work order or incident task is created or reopened from the major incident. Additionally, the clock must stay stopped if the major incident is in the New or In Progress state and has an associated work order or incident task that is Open.
Restart Condition:
When a major incident moves from “Force Majeure” to “In Progress” in ServiceNow (indicating the crisis is over), a new 30-minute Response OLA clock starts.
When a major incident moves from “On Hold” to “In Progress” in ServiceNow, a new 30-minute Response OLA clock starts.
A new 30-minute Response OLA clock will start each time the MI state is set to New, In Progress, or Confirm Force Majeure.
If there are multiple incident tasks or work orders, and at least one remains open, a new Response OLA clock should not start. A new OLA clock should only start once all linked incident tasks and work orders are closed.
Additional Notes:
Time spent in “Force Majeure” or “On Hold” is not included in the Response OLA calculation, as the clock is stopped and will restart from 0 when resumed.
Each time a new Response OLA clock starts, the “Response Met” field should be set to false. This field will change to true if the Response OLA clock stops before the 30-minute response time. The “Response Met” field is hidden in the Service Operations Workspace view.
A new Response OLA clock should not start if one is already active.
