In May, the Service Management Team will be focussing on a single activity – looking into every incident that is about to breach its SLA. There are six key reasons for us not being able to meet our standard five day SLA: Poor ticket management Issue is not an Incident (request or project) Lack […]
SLA
2015
SLA Changes
Since go-live SLAs on tickets have exhibited undesirable behaviour, leading to difficulties when reporting. All SLAs were showing as Completed whether or not they still met the criteria for the SLA, making it difficult to distinguish between the current active SLA and previous ones that no longer applied. A fix has gone in that sets […]