Overview
- 03 May 2024
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Overview
- Updated on 03 May 2024
- 2 Minutes to read
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- PDF
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Data-driven efficiency: Harnessing Resolution SLA Violation insights in ITSM!
Resolution SLA Violation Reason refers to the reason behind a breach or failure to meet the agreed-upon resolution time for a Service Request (SR). When a customer submits a SR, the ITSM system typically defines a specific timeframe within which the service provider must resolve the request. Failure to meet this resolution time results in Resolution SLA Violation. To maintain transparency and accountability, the ITSM system usually tracks and records the reasons for these violations.
Utilizing the Resolution SLA Violation Reasons in ITSM allows organizations to analyze SR delays comprehensively. By identifying and addressing root causes, organizations can enhance service delivery and meet Resolution SLAs more consistently.
Let's explore the following use-case.
Use Case User Persona: Administrator | Solution |
NovaTech has noticed an increase in Resolution SLA violations for certain types of SRs, which leads to frustrated employees and impacts overall productivity. | To address this issue, NovaTech's Administrator configures Resolution SLA Violation Reason in their ITSM platform. This helps to capture and log the reasons for Resolution SLA violations when a SR breaches the defined Resolution Time. NovaTech's Administrator configures a list of possible reasons for SLA violations, such as:
NovaTech's Administrator regularly monitors Resolution SLA performance and tracks instances of SLA violations with the help of the configured Resolution SLA Violation Reasons. The Admin ensures that the reasons for SLA violations are accurately recorded in the ITSM platform. |
Configure Resolution SLA Violation Reason
Configure Resolution SLA Violation Reason(s) for SRs for different tenants. Configuration of Resolution SLA Violation Reason(s) help to identify the underlying causes of Resolution SLA violations. It helps organizations maintain a high level of service quality by providing targeted improvements to meet SLAs and optimize operational efficiency.
To configure Resolution SLA Violation Reason(s), perform the following steps:
- Login to APEX.
- Click Service Management.
- Select Role as Administrator.
- Select Module > Service Request > Configurations > SR SLA Configs > Resolution SLA Violation Reason. The Resolution SLA Violation Reason list page is displayed.
Figure: Resolution SLA Violation Reason list page
- Click New. The Resolution SLA Violation Reason ID page is displayed where you can configure a new Resolution SLA Violation Reason.
Figure: Resolution SLA Violation Reason ID page
- Enter the required details as described in the following table and click Save.
Figure: Resolution Field | Description |
|---|---|
Tenant* | Select the Tenant from the dropdown menu for which you want to configure Resolution SLA Violation Reason. This is a mandatory field. Once you select the Tenant, the SR Resolution SLA Violation Reason field becomes mandatory. |
SR Resolution SLA Violation Reason | Mention the reason for missing the agreed upon timeframe for resolving the SR. This will help for precise identification and categorization of factors leasing to SLA breaches, facilitating thorough analysis and targeted improvements in resolution processes. |
Description | Provide a short description for the SR Resolution SLA Violation Reason. This enhances accountability, enabling the organizations to address specific SRs promptly and refine their service strategies for effective SLA compliance. |
Sort Order | Select the sort order in which the SR Resolution SLA Violation Reason are displayed or listed when the Analysts are selecting or viewing them. |
Active | Select the checkbox to make the SR Resolution SLA Violation Reason available on other pages of the application. |
Default | Select the checkbox to display the SR Resolution SLA Violation Reason for the selected tenant, by default. |
7. Click Save to configure the new Resolution SLA Violation Reason. Click Reset to clear all the inputs in the Resolution SLA Violation Reason ID screen. If you do not want to save the details and configure the Resolution SLA Violation Reason, click Cancel.
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