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ITIL :: View topic - how does one calculate the SLA a ticket that was reassessed
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how does one calculate the SLA a ticket that was reassessed

 
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prasadabr
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Joined: Feb 25, 2008
Posts: 9

PostPosted: Tue Oct 20, 2009 7:22 am    Post subject: how does one calculate the SLA a ticket that was reassessed Reply with quote

Hello Folks,

how does one calculate the SLA a ticket that was reassessed(upgraded).
What do we consider the Start time as?.
1.The time at which the ticker was created?.
2.Time at which the ticket was reassessed to a greater priority?.

ILLUSTRATION
Sev 2 ticket opened at 10:00 am
The same ticket reassessed as Sev 1 at 13:00 hrs.
Ticket resolved as Sev 1 at 15:00 hrs

Now if the Sev 1 SLA is 3 hrs..have i MET or BREACHED my SLA??.
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3307
Location: London, UK

PostPosted: Tue Oct 20, 2009 3:50 pm    Post subject: Reply with quote

what does your policies, processes, and procedures say

The seve 2 SLA time is 5 hours
the sev 1 is 2 hours

that is what i would calculate
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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prasadabr
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Joined: Feb 25, 2008
Posts: 9

PostPosted: Tue Oct 20, 2009 4:30 pm    Post subject: Reply with quote

thank you for your reply.

But what does ITIL recommend in such cases?
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3307
Location: London, UK

PostPosted: Tue Oct 20, 2009 5:11 pm    Post subject: Reply with quote

prasadabr

ITIL says merely write Service Level Agreements

Your Service lelve agreements should stipulate
how SLA is calculated and what is the threshold

ITIL does not care what the specific SLAs are
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Tue Oct 20, 2009 5:26 pm    Post subject: Reply with quote

prasadabr,

ITIL does not do detail. Feel free to read the books and try to find something to help.

Ask yourself is the severity assessment the primary point of the SLA or is it the loss of service. Next ask yourself if the change in severity was a change in the situation or simply an assessment based on better information. In other words was the severity always 1, but it was wrongly calculated. Next look at who "owns" the severity level. does the business tell you what it is or do you tell them.

I could go on for hours with this kind of question. Severity level is an expression of cost and risk. If the SLA is really looking at cost and risk then it is clearly breached when the calculations go wrong in the way you describe. But how many SLAs are written well enough to accomodate this kind of thought process.

There are three things you can do

1. Go by the spirit of the SLA and the logic of your responsibility to deliver service.
2. Discuss the situation in depth with the business. It is at least as much the business as yourself that should decide if you have breached your agreement with them.
3. Investigate and rectify as far as possible the circumstances that led to the miscalculation.
4. [I can't count, but no one expects the Spanish Inquisition] Use your deliberations to redraft the SLA so that it provides clearer guidance as to what is required. For example, if in your organization it is difficult to correctly assess severity levels, then do not put so much weight on them in the agreement.
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Timo
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Joined: Oct 26, 2007
Posts: 295
Location: Calgary, Canada

PostPosted: Wed Oct 21, 2009 3:10 am    Post subject: Reply with quote

I think that sometimes too much emphasis is being put on "automating" and making it as clear cut as possible. One option that is being discarded is this - talk to the customer whose service is being impacted... pick up the phone, have a beer, talk it over, explain the situation and come to an agreement in THAT specific case. That whole personal interaction thing gets overlooked far too often, but I think of all SLAs, tools, contracts etc, it is the most powerful way to mitigate risk and reduce aggravation.

Michael
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