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- 04 Apr 2024
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Overview
- Updated on 04 Apr 2024
- 2 Minutes to read
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Decoding Resolution SLA Violations in Problem Management!
Resolution SLA violation reason refers to the underlying factors or causes that lead to the breach of the agreed-upon resolution time outlined in the Service Level Agreement (SLA). It is about understanding the underlying factors that contribute to delays in resolving problems beyond the agreed-upon SLA timeframes. This analysis empowers organizations to learn from their challenges and strive for more efficient and effective problem-resolution processes.
User Persona: Administrator
Let's explore the following use case.
Use Case User Persona: Administrator | Solution |
| ACME is a large e-commerce company that relies heavily on its online platform sales. However, the company has been facing an increasing number of complaints about slow loading time and errors on the website. Hence, they have raised a problem record to the IT team to fix the issue. But the problem record was not addressed within the agreed SLA time frame. ACME wants to address this late response to problem records. | Frederick the Administrator can configure the Response SLA violation reason fields. It can be used to track the reasons for not meeting the response SLA. The response SLA violation reason field can be configured for every problem record as it helps to capture reasons for the delay, analyze the trends and improve the services. |
Configure PR Resolution SLA Violation Reason
Configuring the resolution of SLA violation reasons for Problem Management in ITSM is vital for fostering improvement, optimizing processes, managing resources effectively, and ultimately ensuring the delivery of high-quality IT services. When communicating the reasons for a resolution SLA violation, it's important to provide a clear and detailed explanation to stakeholders. Additionally, outlining preventive measures and improvements to avoid similar delays in the future demonstrates a commitment to ongoing enhancement of the problem management process.
To configure PR Resolution SLA Violation Reason(s), perform the following steps:
- Navigate to Design Studio > Select Module > Problem > Configurations > Problem SLA Configs > Resolution SLA Violation Reason.
The Resolution SLA Violation Reason list page is displayed. Click New.
Figure: Resolution SLA Violation Reason list page - The PR Resolution SLA Violation Reason ID page is displayed.
Figure: PR Resolution SLA Violation Reason ID page - Enter the required details as described in the following table and click Save.
Figure: PR Resolution | Field | Description |
|---|---|
| Tenant* | Select the Tenant from the list. This is a mandatory field. |
| PR Resolution SLA Violation Reason | Mention the reason for missing the agreed-upon timeframe for resolving the problem record. |
| Description | Provide a short description for the PR Resolution SLA Violation Reason |
| Sort Order | Select the sort order in which the PR Resolution SLA Violation Reason is displayed or listed when the Analysts are selecting or viewing them. |
| Active | Select the checkbox to make the PR Resolution SLA Violation Reason available on other pages of the application. |
| Default | Select the checkbox to display the PR Resolution SLA Violation Reason for the selected tenant, by default. |
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