Search
Topics
  Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
Modules
· Home
· Content
· FAQ
· Feedback
· Forums
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account

Current Membership

Latest: marcelosilva90
New Today: 39
New Yesterday: 73
Overall: 150088

People Online:
Visitors: 62
Members: 0
Total: 62

Languages
Select Interface Language:


Major ITIL Portals
For general information and resources, ITIL and ITSM World is the most well known for both ITIL and ITIL Books. A shorter snapshot approach can be found at ITIL Zone

Related Resources
Service related resources
Service Level Agreement
Outsourcing

Note: ® ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.


The Itil Community Forum: Forums

ITIL :: View topic - Resolution Time SLA , when RFC is needed to fix an incident
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Resolution Time SLA , when RFC is needed to fix an incident

 
Post new topic   Reply to topic    ITIL Forum Index -> The ITIL Service Desk
View previous topic :: View next topic  
Author Message
RahulKumar
Newbie
Newbie


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.
Back to top
View user's profile
UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3321
Location: London, UK

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

PahulKumar

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
Back to top
View user's profile
Diarmid
Senior Itiler


Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

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
Back to top
View user's profile Send e-mail
Sunny60in
Newbie
Newbie


Joined: Jul 09, 2009
Posts: 15

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

Rahul

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.
Back to top
View user's profile
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> The ITIL Service Desk All times are GMT + 10 Hours
Page 1 of 1

 
Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops © 2003 http://www.nukecops.com

Forums ©

 

Logos/trademarks property of respective owner. Comments property of poster. Rest © 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.