SLA breaches

[Barbs]

Hello,

Does ITIL provide guidance with reference to missing SLA's? Specifically, if I'm about to miss an SLA because I am waiting for the client, do I stop the clock in my CRM or do I breach the SLA then justify this after the fact?

From my research I understand that ITIL does not provide specifics in relation to this but I am interested to hear what others have to say..

Thanks

[Timo]

I didn't know you could stop a clock on an SLA

Well... all I can say is that your SLA will be breached one way or the other. Things won't get done on time. To me this looks like a KPI to measure the performance of your SLA. "Number of SLA breaches due to client dragging their feet" (You can term it more business-appropriate)

I don't think, though not 100% sure, ITIL recommends something specific (when did it?), but common sense dictaces that you should review the impact your dealings with clients have on your targets and take appropriate steps to reduce chance of the delays happening in the future.

[rcageot90]

In fact it depends on what you defined in your SLA

For example, for some specific applications in my company we defined that the target should be a Mean Time To Resolve of 48 Hours with the exclusion of all time spent in a specific "pending" status (Waiting customer Information for example).

This is not done by our TT tool but in our Reporting database
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Service Desk Tools Manager
ITIL V2 Foundation (Green)