Service Level Agreements ( SLA ) define response times. Typically a SLA will vary depending on what the request is for and the type of request. A SLA will also define the hours for which support is being provided. For example a printer running out of toner will have a low priority as opposed to the order processing application. The printer will only be supported 8 x 5 where as the order processing application will be supported 24 x 7.
Novell Service Desk always uses a SLA (Service Level Agreement) against every request. This is a time period in which the Support function should resolve the incoming request and will be active during certain hours. It is also possible to break the SLA down further into periods in which the request should be initially responded to and a workaround given within the overall resolution time period.
Priorities determine the response, restoration and resolution time. You will need to choose what time periods makes sense based on the priority. Example: SLA for normal business activities, active Monday to Friday, 9 to 5.
|
Priority |
Response |
Restoration |
Resolution |
|---|---|---|---|
|
Urgent |
1 hour |
2 hours |
5 hours |
|
High |
8 hours |
N/A |
24 hours |
|
Medium |
16 hours |
N/A |
40 hours |
|
Low |
40 hours |
N/A |
160 hours |
Here's some guidance to help sort what type of request should fall into a particular priority category.
Urgent:
Prevents the effective use of any major service.Seriously affects a substantial number of computer users. In the opinion of the IT Help Desk Supervisor/Manager, is serious and requires immediate attention.
Example: EMail server failure.
High:
Prevents the effective use of any service and affects a substantial number of computer users. Causes inconvenience to a substantial number of computer users. Has very serious implications for an individual user. In the opinion of the IT Help Desk Supervisor/Manager, warrants this priority
Example: Printer not working that affects many users without alternative printer available.
Medium
Prevents the use of any fully supported service by an individual. Causes inconvenience to a small number of computer users. Affects an individual user, who does not know how to proceed in a fully supported application.Example: A single customer cannot print.
Low:
Causes inconvenience to an individual.
Example: A user who wants to format a Word document in a particular way, for purely aesthetic reasons.
When this question of response times comes up in your meetings, the standard answer from your customers will be “Now” or in some cases “Yesterday”. You need to come prepared with an initial set of very generous SLAs along with guidance notes as to place 'stuff' into each SLA and priority.
Example SLAsName: 8 x 5Description: 'stuff' used during Monday to Friday , 9am to 5pm.
|
Priority |
Response |
Restoration |
Resolution |
|---|---|---|---|
|
Urgent |
1 hour |
2 hours |
5 hours |
|
High |
8 hours |
N/A |
24 hours |
|
Medium |
16 hours |
N/A |
40 hours |
|
Low |
40 hours |
N/A |
160 hours |
Name: 8 x 7
Description: 'stuff' used every day of the week, 9am to 5pm
|
Priority |
Response |
Restoration |
Resolution |
|---|---|---|---|
|
Urgent |
1 hour |
2 hours |
5 hours |
|
High |
8 hours |
N/A |
24 hours |
|
Medium |
16 hours |
N/A |
40 hours |
|
Low |
40 hours |
N/A |
160 hours |
Name: 24 x 7
Description: 'stuff' that is used 24 hours a day, every day
|
Priority |
Response |
Restoration |
Resolution |
|---|---|---|---|
|
Urgent |
1 hour |
2 hours |
5 hours |
|
High |
8 hours |
N/A |
24 hours |
|
Medium |
16 hours |
N/A |
40 hours |
|
Low |
40 hours |
N/A |
160 hours |
Record the desired SLA in your list of 'stuff' to support. Carrying on with our example and with the previously mentioned SLAs, we now have:-
|
Category |
Item |
Request |
SLA |
Department |
Description |
|---|---|---|---|---|---|
|
Hardware |
Lenovo W500 |
Incident |
8 x 7 |
Sales |
Standard laptop used by sales teams |
|
Hardware |
Dell R710 |
IncidentChange |
24 x7 |
I.T |
ACME corporate standard server. Changes will require approval |
|
Printers |
HP LaserJet P4015DN |
Incident |
8 x 5 |
Marketing |
Marketing department printer |
|
Software |
Salesforce |
IncidentChange |
24 x 7 |
Sales, Marketing, Corporate |
Company wide CRM. System. Changes would be user addition, changes to rights, and deletion. All require approval. |
|
Software |
|
IncidentChange |
24 x 7 8 x 7 |
All |
Email is supported 24 x 7. However changes would only be actioned during business hours |