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SLA Monitoring (process SO 2.7)

Service level agreements (SLAs) contain standards for incident resolution performance. This process describes the activities to monitor all interactions related to incidents from initialization to resolution. SLA Monitoring also determines whether time targets for incident resolution are met, and indicates whether escalation is required to meet the target resolution date according to the associated SLA. SLA Monitoring is an ongoing process performed by the Service Desk.

You can see the details of this process in the following figure and table.

The SLA Monitoring workflow is illustrated in the following figure:

SLA Monitoring process

Process ID

Procedure or Decision

Description

Role

SO 2.7.1

Monitor SLA

The Service Desk Agent monitors the SLA.

Service Desk Agent

SO 2.7.2

SLA breached?

Has the SLA target date/time been exceeded for this interaction? If yes, go to SO 2.7.10, and then start the Incident Escalation process. If no, go to SO 2.7.3.

Service Desk Agent

SO 2.7.3

SLA breach within 1 hour

Does the interaction need to be solved within 1 hour to reach the SLA target date/time? If yes, go to SO 2.7.8. If no, go to SO 2.7.4.

Service Desk Agent

SO 2.7.4

SLA breach within 4 hours?

Does the interaction need to be solved within 4 hours to reach the SLA target date/time? If yes, go to SO 2.7.7. If no, go to SO 2.7.5.

Service Desk Agent

SO 2.7.5

SLA breach within 1 day?

Does the interaction need to be solved within 1 day to reach the SLA target date/time? If yes, go to SO 2.7.7. If no, go to SO 2.7.6.

Service Desk Agent

SO 2.7.6

Related incident closed?

If yes, no further action is required. If no, go to SO 2.7.1.

Service Desk Agent

SO 2.7.7

Request further action?

Review the Incident and determine whether further action is required to ensure that it will be resolved within the SLA target date/time.

If yes, go to SO 2.7.8 to work with the Incident Coordinators) to check the Incident will be resolved on time. If not, go to SO 2.7.1 to continue to monitor the SLA.

Service Desk Agent

SO 2.7.8

Work with Incident Coordinator(s) to see if incident can still be solved on time

Contact the Incident Coordinator with the related incident assigned to his/her group. Determine whether the group is able to solve the incident on time without further support.

Service Desk Agent

SO 2.7.9

Will related incident be solved on time?

If yes, the Incident Coordinator of the assigned group estimates that the related incident can still be solved on time, go to SO 2.7.11. If no, go to SO 2.7.10, and then escalate the incident.

Service Desk Agent

SO 2.7.10

Communicate SLA breach to affected Users

Identify which Users or user groups are affected by the SLA breach. Send a communication bulletin to inform all affected Users.

Service Desk Agent

SO 2.7.11

Communicate related incident status to all affected Users

Identify which Users or user groups are affected by the related incident. Send a communication bulletin to inform all affected Users of the incident status and expected resolution time.

Service Desk Agent