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ITIL :: View topic - Resolution Time SLA , when RFC is needed to fix an incident
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Resolution Time SLA , when RFC is needed to fix an incident

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Joined: Aug 10, 2011
Posts: 1

PostPosted: Tue Aug 16, 2011 6:07 pm    Post subject: Resolution Time SLA , when RFC is needed to fix an incident Reply with quote

what should happen to the resolution time SLA when the Incident needs an RFC to be fixed and no work around currently is available that wouldn’t need a code change.
- Should resolution time clock be ticking all through big RFC process
- Incident Status should be changed to "In RFC" and resolution time should be calculated till resolution was identified and RFC was raised
- Remove this incident from SLA calculation
-For such incident resolution isnt a right SLA, focuse on Change mgmt metrics

Plz advice,ITIL isnt very helpful solving this problem.
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Senior Itiler

Joined: Sep 16, 2006
Posts: 3597
Location: London, UK

PostPosted: Tue Aug 16, 2011 11:59 pm    Post subject: Reply with quote


What does your own documented process say

This should say how to deal with things like this

ITIL is guidance not law
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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Joined: Mar 04, 2008
Posts: 1894
Location: Helensburgh

PostPosted: Wed Aug 17, 2011 4:33 pm    Post subject: Reply with quote

Resolution time is the time either from the occurrence to the effective resolution or from the notification to the effective resolution depending on what you are trying to measure.

Resolution work time is the time consumed working on a resolution. this is less likely to be specified in an SLA as it is mostly useful in the management of resources assigned to services rather than to the services themselves.

Why would your customer not care about the whole time required to effect resolution? After all, their functioning is compromised until it is fixed.

Don't confuse the work performed on the incident with the time the service is down or damaged. Resolution time is a customer facing measurement - that is why it is in the SLA.
"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: Jul 09, 2009
Posts: 15

PostPosted: Tue Aug 23, 2011 5:22 am    Post subject: Reply with quote


If you agree that there is a degradation in the level of service COMMITTED to the customer & as a vendor you need a 'change' to fix it, SLA clock will continue ticking till service is back to what is committed.

I think for customer what matters is the solution to the reported problem & customer really does care about how you clasify the fix (workaround or permanent solution or any kind of change).

Suggestion: Talk to the customer, if you can convience him to let you move the incident ticket to "On Hold" status (clock stops). Usually customer understands. However, remember that this will be a favor & you need to return the favor.
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