Problem Resolution and Service Delivery Workflows

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As a convenience to the customer and as another expectation setter, many SLAs identify the names, roles, and even phone numbers of appropriate IT support personnel. These are more granular operational issues than those of the overall cost and scope of service delivery, but they belong in the SLA all the same. For example, the document might also include standard hours of operation and coverage for IT services, such as network operations, system support, the help desk, and so forth. Sometimes, it may prove useful to include the schedule for production services report runs and system refreshes. All this must be stated succinctly and in nontechnical language. Where practical, tailor the presentation to the needs of the particular business unit.

Finally, the SLA should include the service level metrics discussed previously. This information makes it clear to the business unit that IT will respond to and address its needs based on business-driven priorities and that all customers will be treated in an equitable manner (except VIPs, of course). You may also decide to include the actual workflow for problem resolution, to clarify roles, responsibilities, and the anticipated timing of deliverables. A simple example of this approach follows:

• Priority 1

  • Definition — the application is unavailable to anyone at an enterprise work site.

  • Response time — work will begin immediately and continue until resolved.

  • Responsibilities

    • IT CRE — resolves problem and communicates with all who are affected at least daily until resolved.

    • Working client — works alongside CRE until the matter is resolved.

    • Partner providers — other IT teams and third parties, as appropriate, provide technical assistance.

• Priority 2

  • Definition — the application is not available for individual users within a site.

  • Response time — a response will be provided within one business day. A recommended solution will be provided within three business days if there are no outstanding priority 1 problems. Finding

• a solution to a priority 2 problem will not begin until resolution of all priority 1 problems that impact the priority 2 issue's resolution.

• Responsibilities

  • IT CRE — sends acknowledgment of problem; resolves problem and communicates status to all who are affected.

  • Working client — works alongside CRE until the matter is resolved.

  • Partner providers — other IT teams and third parties as, appropriate, provide technical assistance.

• Priority 3

  • Definition — the application generates appropriate results but does not operate optimally.

  • Response time — improvements are addressed as part of the next scheduled release.

  • Responsibilities

    • IT CRE — communicates needed changes.

    • Other process participants — commit to work as part of the regular system upgrade cycle.

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