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Updated on 08 Sep 2023
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Unveiling Insights Behind Timely Change Transformation!

In Change Management a Resolution SLA Violation Reason refers to the specific cause or contributing factor that leads to the breach of a predefined Service Level Agreement (SLA) for the resolution or completion of a change request. Change Management involves the controlled planning, assessment, approval, and implementation of changes to IT systems, processes, or services to minimize risks and disruptions. The SLA outlines the timeframe within which a change request should be fully resolved or completed. When this timeframe is exceeded, a violation occurs, and understanding the underlying reasons for these breaches is essential.

Configuring resolution SLA violation reasons is a fundamental aspect of effective Change Management processes. It facilitates transparency, accountability, and insights into the challenges that may hinder timely change request resolution. By categorizing these reasons, organizations can analyze and optimize their change management workflows, enhancing service quality and overall efficiency.

User Persona: Administrator

Let's explore the following use case.

Use Case
User Persona: Administrator

Solution

ACME financial institution relies on numerous critical applications to handle financial transactions and customer data, to address a security vulnerability, the IT team plans to implement a critical patch across these applications. After initiating the change request for the critical patch implementation, the IT team acknowledges the request within the predefined response SLA. However, the resolution SLA is breached due to a delay in completing the verification process for the patch.

In this scenario, the complexity of verifying the critical patch's effectiveness and its potential impact on various interconnected applications requires an extended period of testing and validation. This comprehensive verification process takes longer than anticipated, leading to a breach of the resolution SLA.

The violation reason, "Complex Verification Process for Critical Patch," highlights the specific challenge that caused the breach of the resolution SLA. While the IT team's goal is to implement changes promptly, the thorough verification process ensures that the patch does not inadvertently disrupt other critical applications.

Let's configure Response SLA Violation Reason for a Change, click on the following icon for more details:

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Configure Resolution SLA Violation Reason