Overview
- 13 Nov 2023
- 2 Minutes to read
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Overview
- Updated on 13 Nov 2023
- 2 Minutes to read
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- PDF
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Behind Every Missed SLA, a Reason Unveiled!
Response SLA Violation Reason in problem management refers to the specific explanation or justification provided for why the response time defined in a Service Level Agreement (SLA) for problem management was not met. When an IT team cannot acknowledge or respond to a reported problem within the stipulated SLA timeframe, it constitutes a violation. Capturing and analyzing the reasons behind such violations is essential for understanding the factors contributing to the breach. By identifying and addressing these reasons, organizations can improve their problem management processes, allocate resources effectively, and enhance customer satisfaction by ensuring more timely and efficient responses to reported problems.
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 Response SLA Violation Reason
Configuration of Response SLA Violation Reasons help to identify the underlying causes of Response SLA violations in Problem management. This enables to address specific issues proactively, leading to more effective problem-solving and service improvement.
To configure Response SLA Violation Reason, perform the following steps:
- Navigate to Design Studio > Select Module > Problem > Configurations > Problem SLA Configs > Response SLA Violation Reason.
The Response SLA Violation Reason list page is displayed. Click New.
Figure: Response SLA Violation Reason list page - The Response SLA Violation Reason ID page is displayed.
Figure: PR Response SLA Violation Reason ID page - Enter the required details as described in the following table and click Save.
Figure: Response SLA Violation Reason list page
Figure: PR | Field | Description |
|---|---|
| Tenant* | Select the Tenant from the list. This is a mandatory field. |
| PR Response SLA Violation Reason | Mention the reason for missing the agreed-upon timeframe for responding to the PR. |
| Description | Mention a short description for the PR Response SLA Violation Reason |
| Sort Order | Select the sort order in which the PR Response SLA Violation Reason is displayed or listed when the Analysts are selecting or viewing them. |
| Active | Select the checkbox to make the PR Response SLA Violation Reason available on other pages of the application. |
| Default | Select the checkbox to display the PR Response SLA Violation Reason for the selected tenant, by default. |
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