Overview
- 03 May 2024
- 2 Minutes to read
- Print
- PDF
Overview
- Updated on 03 May 2024
- 2 Minutes to read
- Print
- PDF
Article summary
Did you find this summary helpful?
Thank you for your feedback
Improving service delivery: Leveraging Response SLA Violation Reasons!
A Response SLA Violation Reason refers to the reason behind a breach or failure to meet the agreed-upon response time for a Service Request (SR).
When a new SR is raised, the SLA typically specifies a specific time frame within which the service provider must respond to the SR. This time frame is often referred to as "Response SLA."
If the service provider fails to meet this response time, it results in a Response SLA Violation. To maintain transparency and accountability, the ITSM system usually tracks and records the reasons for these violations through Response SLA Violation Reasons. By implementing the Response SLA Violation Reasons for SRs, organizations can proactively monitor SLA compliance, identify bottlenecks, and take corrective measures to enhance service delivery.
Let's explore the following use-case.
Use Case User Persona: Administrator | Solution |
NovaTech is experiencing frequent violations of the Service Level Agreement (SLA) response time for SRs. Customers are not receiving responses within the agreed-upon timeframe, leading to dissatisfaction and negative impacts on the organization's reputation. Also, NovaTech lacks visibility into the reasons of these Response SLA violations, making it challenging to identify and address the underlying issues efficiently. | NovaTech's Administrator Sandra can configure Response SLA Violation Reasons for the SRs. The of predefined Response SLA Violation Reasons will be used when recording SLA violations for SRs. Common Response SLA Violation Reasons may include:
|
Configure Response SLA Violation Reason
Configure Response SLA Violation Reason for SRs for different tenants. Configuration of Response SLA Violation Reasons help to identify the underlying causes of Response SLA violations. 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:
- Click Service Management.
- Click Settings > Design Studio.
Figure: Select Design Studio - Select Module > Service Request > Configurations > SR SLA Configs > Response SLA Violation Reason. The Response SLA Violation Reason list page is displayed.
Figure: Response SLA Violation Reason list page
- Click New to configure a new Response SLA Violation Reason ID. The Response SLA Violation Reason ID page is displayed.
Figure: Response SLA Violation Reason ID page
- Enter the required details as described in the following table.
Figure: Select Design Studio
Figure: Response SLA Violation Reason list page 
Figure: Field | Description |
|---|---|
Tenant* | Select the Tenant from the dropdown menu for which you want to configure the Response SLA Violation Reason. This is a mandatory field. Once you select the Tenant, the SR Response SLA Violation Reason becomes mandatory. |
SR Response SLA Violation Reason | Specify a crisp reason for missing the agreed upon timeframe for responding the SR. This will help for precise identification and categorization of factors leasing to SLA breaches, facilitating thorough analysis and targeted improvements in response processes. |
Description | Provide a short description for the SR Response 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 Response SLA Violation Reason are displayed or listed when the Analysts are selecting or viewing them. |
Active | Select the checkbox to make the SR Response SLA Violation Reason available on other pages of the application. |
Default | Select the checkbox to display the SR Response SLA Violation Reason for the selected tenant, by default. |
7. Click Save to configure the new Response SLA Violation Reason. Click Reset to clear all the inputs in the Response SLA Violation Reason ID screen. If you do not want to save the details and configure the Response SLA Violation Reason, click Cancel.
Was this article helpful?