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CIS-ITSM · Question #178
The key stakeholder for your ITSM implementation wants to have SLAs on every Task record. What advice do you give regarding SLAs on Problem records?
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Problem Management
Question
The key stakeholder for your ITSM implementation wants to have SLAs on every Task record. What advice do you give regarding SLAs on Problem records?
Options
- ASLAs re recommended in the ITIL framework for problem management
- BSLAs are be counterproductive to problem management, as the key objective is to permanently fix
- CSLAs are available for problem management, but require custom code
- DSLAs are essential to problem management, as support specialists need to quickly identify root
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Topics
#SLA#Problem Management#ITSM Best Practices#Root Cause Analysis