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ITIL :: View topic - What's your Urgent SLA?
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What's your Urgent SLA?

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Joined: Dec 16, 2010
Posts: 1

PostPosted: Thu Dec 16, 2010 7:50 pm    Post subject: What's your Urgent SLA? Reply with quote

Ours is 4hr's for an Urgent which is very agressive given this is a global company. The various resolver groups and other silo's only achieve about 25% SLA. So what is your SLA? And how do you go about getting an SLA changed?

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Senior Itiler

Joined: Mar 04, 2008
Posts: 1894
Location: Helensburgh

PostPosted: Thu Dec 16, 2010 8:26 pm    Post subject: Reply with quote


do you mean 4 hours to pick up or to resolve or to some other state?

What constitutes "Urgent"? Is this irrespective of impact? - or do you mean high priority?

Does resolution time not depend more on the nature of the incident and its environment than on its urgency (or impact)? - if it takes 6 hours to do something, how will calling it urgent speed up the process?

A good service level agreement will not be interested in individual incidents because it will be about overall service.

The service levels achieved against a good service level agreement will almost always meet the requirements of the agreement. Achieving 25% renders the agreement meaningless and worse than useless - far worse.

SLAs are changed by informed negotiation between the service providers and the service customers, addressing the levels of service required for the business up to the levels of cost that can be justified in sustaining them.
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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Joined: Oct 26, 2007
Posts: 295
Location: Calgary, Canada

PostPosted: Fri Dec 17, 2010 4:09 am    Post subject: Reply with quote

Andy, I don't think it will help you knowing what our SLAs are for 'Urgent' without additional context. And even then, if your environment is different (which it is) then what's the point? If your support teams consistently do not achieve their SLA targets then SLAs need to be reviewed. Were they picked out of the air? Did conditions change? That's your Service Level Manager's (or his/her equivalent) to look into that kind of stuff.

Knowing somebody else's SLA will not help your situation one bit.
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Joined: Jun 28, 2010
Posts: 9

PostPosted: Sat Feb 26, 2011 5:30 am    Post subject: Reply with quote

I object..the SLAs are designed based on the buissness requirements and not on the service providers conveniance.In case service provider failed to achieve its high time to review there resolution process (IM,PM along with workarounds.
an utmost priority if given to Incidents which are highly impacting bussiness deliverables and causing loss on per minute downtime. In my eyes its responsibility of SDM to have a successful workaround available 100% on scale which could reduce bad impact on service. The jobs should be clearly defined to the resolution processes to anticipate such situations and keep a workaround ready, Its not a theory as we have 3 hrs resolution SLA for P1 incidents and acheiving them 100%
ITIL V3 Certified --Intermediate level
Service Transition management.
Manage the change and change the management to an improvised tool
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