This made me as curious as a cat to know and understand the use of SLAs in different organizational environment – small, medium and big – and the scenarios that kindle such SLA caution.

 Several IT Managers and IT Administrators I am acquainted with have put forth some interesting discussions that they came across while handling SLA at their work place.

One such scenario is say a SLA is set for all High priority tickets to be resolved as 1hour and once the ticket is created the ServicDesk assigns the ticket if it is not automatically routed, then the technician handles the ticket where the some time already lost.

Let me explain one such scenario: An SLA to resolve all High Priority tickets was set as 1 hour. A created ticket was manually assigned to a technician after a while when it was not automatically routed. Time was already lost before the technician set to resolve the ticket issue. Communication with end user, comprehension of the issue, work around, resolving techniques and so on eat up more time. The ticket can be closed after the end user’s response. In such a scenario, what sort of SLA would be applicable fitting all criteria – Assigning time, Response time, Completion time and so on?

Any nouvelle experience in SLA handling is more than welcome. Take the poll and leave your valuable comments.