Example of Problem SLA / Priority

[fulhamn]

Are the metrics / SLA below a good indication to get a problem resolved. Or is the metric below related to the incident ticket? Can the SLA'S assigned to an incident be the same for resolving a Problem ?

How can you put a time line on getting a problem resolved?

o (Very High) up to 1 Day
 Multiple Incidents to critical Business System or infrastructure
 No workaround identified
 No Root Cause available

o (High) up to 3 days
 Multiple Incidents to critical Business System or infrastructure
 Workaround identified to restore service
 Root Cause not available

o (medium) up to 5 days
 Multiple Incidents to Business System or infrastructure
 Workaround identified to restore service.
 Root Cause Available

o (Low) Over 5 days
 Non-service impacting, workaround in place with Root Cause available

[UKVIKING]

Fulhamm

As Incident Management is to resolve the incident and restore the service a SLA is used to determine how quick the service is restored against what would be the norm for fixing that type - classification - of an incident

However, Problem management is about finding the cause of the incident - which may takes days. weeks months years or never

SLAs is not recommended then
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter

[KenLuo]

Resolving problems is a bit complicated then restoring service, as you might need to work with different support teams or even vendors.

So a definitive SLA for problem management is quite difficult.

But we do track the problem with an aggressive way if it causes a severity 1 or severity 2 issues, e.g. system downtime, performance degradation:
1) We need update every day initially until a clear and detailed follow-up plan is in place.
2) And then we need update every week to check the progress.
3) If the issue happens again, we'll then change the weekly meeting to daily meeting with incident / problem support on the same call.
_________________
Luo, Tian-Hong (Ken)
Regional Operation Lead

ITIL Expert Certified

[fulhamn]