About the Knowledge Base
Search all the Knowledge Base
Testimonial: I have found that the new HDAA Knowledge Base reduces the time it takes me to research industry stats & reliable information for the ITSM sector. It’s easy to use search functionality encompassing KCS principles, helps to filter & tailor my searches more accurately & there are numerous new services now available through the website. Every time I return to the site there is new information published. Very impressive.
Chris Powderly, Support & Services Manager, Allens
supportworld , service management , SLA , FAQ
No Result Found
HDI members are a group of community-minded problem solvers. They take their jobs of managing people, process, and technology quite seriously, but they also love to help each other excel in their careers. HDIConnect is a one-stop destination where HDI members gather for peer learning, collaboration, and knowledge sharing. Today, we’re sharing a recent discussion from Connect about managing the SLA clock.
A: We, too, have a similar status, and our tickets automatically start the SLA clock once client responds. This is agreed between client and IT.
If your SLA is between your service center and client, then your SLA should only be active during your hours of operation. Typically, ticketing systems will allow for this so long as you define it.
Our SLAs also vary based on service catalog.—Xavier I.
A: Your SLA is setup perfectly and defined well. Xavier is correct, in the fact that your system should now determine the actual due date based on your hours of operation. Ours knows that we are only open 7:30–4:30 (excluding holidays and weekends), so hours are not calculated while we are closed.
If you truly are 24x7, however, your SLA is pretty much going to be exactly what you have defined, meaning every minute truly will count.—Josh S.
A: Thank you both for your response. Our SLA clock takes into consideration our hours of operation only (7:30 am –5:30 pm, Monday–Friday) and not the 24-hour clock.—Anna B.
A: So, there are two ways to look at this:
Measurement of customer experience: You could set up an SLA that runs 24/7 to show the actual experience of your customer from the time that they open an incident until the time that it's resolved.
Measurement of your performance: You could set up an SLA that runs only during the hours that your service desk is open to show what type of service you can provide with the constraints that you have.
Everything tells a story. If there is a business case for expanding your hours, having the first SLA in place will tell the story of how the customer experience could potentially be improved with expanded hours.
The second measurement is the one to use to evaluate your staff. You mentioned that people might be stopping the clock for reasons other than being closed. In my world, the only time I stop the clock is when sending a ticket to an external vendor to replace a piece of failed hardware. That's a pretty cut and dried scenario, no margin for abuse to try and avoid a breach.
Hope this helps.—Gil B.
A: Thanks Gil. I appreciate your insight, gives me pause for thought as to which agenda I would like to push.—Anna B.
Gil has a great point of view. (I would, however, rethink the “hardware out for repair” scenario; that figures into the customer experience as well, even though you have no—or very little—control over it. You could amend the SLA to reflect that services from third parties are treated differently.)
Remember that SLA stands for Service Level Agreement. What do your customers want? What are they focused on? What are you trying to measure? Is it simply a case of not being penalized for being in breach of SLA, or are you really trying to manage the relationship with your customer better? How you manage this will vary from organization to organization. There’s no “right way,” but watch out for ways to “game” the system by stopping the clock unnecessarily.
—Roy Atkinson, Senior Writer/Analyst, HDI
No Result Found
- Contact Us
- IT Membership
- Support Centre Association
- Comparison Guide
- Price Guide
- Membership Conditions
Training & Workshops
- Training Courses
- Recent Workshops
- Cancellation & Transfer Policy
- ITIL Training
- ITIL Foundations
- Support Centre Consulting
- Service Desk Consulting
- Help Desk Consulting
- Media Kit
- Update your details
- New account
© Copyright HDAA. All rights reserved.
HDAA - Energising the Service & Support Profession
Help Desk Association Australasia Pty Ltd trading as HDAA
T: 1300 130 447 T: +61 (0) 2 9986 1988 F: +61 (0) 2 9986 1330
E: firstname.lastname@example.org W: www.hdaa.com.au A: PO Box 303, Turramurra NSW 2074 Australia
ABN: 20 088 292 755
Our Services: ITIL | ITIL Training | ITIL Foundations | IT Membership | Service Desk Association | Support Centre Association | Support Centre Training | Service Desk Training | Help Desk Training | Support Centre Consulting | Service Desk Consulting | Help Desk Consulting
ITIL® and PRINCE2® are registered trade marks of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
RESILIA™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
DevOps Foundation®, is a registered mark of the DevOps Institute.
HDI® is a Registered Trade Mark. HDAA is the Australasian Gold Partner of HDI®.
KCSSM is a Service Mark of the Consortium for Service Innovation™.
Apollo 13 Insignia image by 'NASA Johnson' (copyright-free) June 2017 via https://www.hq.nasa.gov/alsj/a13/images13.html
WEB DEVELOPMENT PARTNER