Resolution Time SLA , when RFC is needed to fix an incident

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Tue Aug 16, 2011 4:07 am

what should happen to the resolution time SLA when the Incident needs an RFC to be fixed and no work around currently is available that wouldn’t need a code change.
- Should resolution time clock be ticking all through big RFC process
- Incident Status should be changed to "In RFC" and resolution time should be calculated till resolution was identified and RFC was raised
- Remove this incident from SLA calculation
-For such incident resolution isnt a right SLA, focuse on Change mgmt metrics

Plz advice,ITIL isnt very helpful solving this problem.

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Tue Aug 16, 2011 9:59 am


What does your own documented process say

This should say how to deal with things like this

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Wed Aug 17, 2011 2:33 am

Resolution time is the time either from the occurrence to the effective resolution or from the notification to the effective resolution depending on what you are trying to measure.

Resolution work time is the time consumed working on a resolution. this is less likely to be specified in an SLA as it is mostly useful in the management of resources assigned to services rather than to the services themselves.

Why would your customer not care about the whole time required to effect resolution? After all, their functioning is compromised until it is fixed.

Don't confuse the work performed on the incident with the time the service is down or damaged. Resolution time is a customer facing measurement - that is why it is in the SLA.
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Mon Aug 22, 2011 3:22 pm


If you agree that there is a degradation in the level of service COMMITTED to the customer & as a vendor you need a 'change' to fix it, SLA clock will continue ticking till service is back to what is committed.

I think for customer what matters is the solution to the reported problem & customer really does care about how you clasify the fix (workaround or permanent solution or any kind of change).

Suggestion: Talk to the customer, if you can convience him to let you move the incident ticket to "On Hold" status (clock stops). Usually customer understands. However, remember that this will be a favor & you need to return the favor.
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