Tuesday, September 18, 2012

SLA Targets for Service Requests

Service OfferingThe service catalog in ITRP can be used to offer the same service at different levels. For example, customers may be given the option to subscribe to the email service at either the "Standard" or the "Premium" level. When a customer decides that email is critical to its business, they may decide to pay a bit more to ensure that its employees can benefit from the service at the premium level. This could mean that the minimum availability is a bit higher and when support is needed their incidents get resolved more quickly, even during the weekend.

Premium Email Service Offering
Apart from getting incidents resolved within a certain time, customers may also want to know how long certain service requests will take to complete. So when they are deciding whether to select the "Standard Email" or the "Premium Email" service offering, they should be able to see for example how quickly new mailboxes will get created.

Now you can specify this in your service offering. Using our email example, I shall explain how this is done.

The first step is to ensure that there is a request template that people can use to submit a request for getting a new mailbox added. Once this request template exists, you can relate it to both the "Standard" and the "Premium" offering for the Email service.

When you link it to the Standard Email service offering you can specify, for example, that the customer can expect to have such requests completed within 36 support hours.

Standard Email Standard Service Request
After that you can link the same template to the Premium Email service offering, but there you may commit to a resolution target of 18 support hours.

Premium Email Standard Service Request
But here comes the best part. When someone submits a request based on this template and this person is covered by a service level agreement that is based on the Premium Email service offering, then ITRP will keep track of this request to ensure that it really gets completed within 18 support hours. The request will automatically be included in the customer's SLA report for the email service, just like the incidents that the customer submitted. Just drill down to the list of requests that are included in the SLA report and you will find them there.

Premium Email Standard Service Request
Did you know that the first time a customer suggested this functionality to me was more than 10 years ago? It has taken a long time, but now this feature is finally available in a service management application.

But there's more. External service providers (ESPs) can also use this feature when they are willing to commit to targets for requests that are frequently submitted by their customers. That would allow your specialists to apply an ESP's request template to an existing request. This passes such requests to the ESP and you will be able to see whether their targets have been met in the SLA report from the ESP.