Interesting challenge (and I need a break from AIE-related workflow). Can you set up a service target using an associated business time entity and related segment for each hour of the work day?
Request Arrival Must be Done by Goal 9-10 AM 4 PM 6 hrs 10-11 AM 4 PM 5 hrs 11-12 AM/PM 4 PM 4 hrs 12-1 PM 4 PM 3 hrs 1-2 PM 4 PM 2 hrs 2-3 PM 4 PM 1 hr 3-4 PM 4 PM .25 hrs 4-5 PM 4 PM next day 7 hrs Show them this, and they might feel like revisiting their policy! You still have to figure out where to put the milestones in each one of these, and any notifications will have to match the times. My helpdesk manager did something like this to nag his staff about tickets at multiple times as time elapses, at intervals inside the standard SLA we have for all customer incidents, but he did not need staggered goal times. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Wednesday, October 08, 2008 1:36 PM To: arslist@ARSLIST.ORG Subject: How would you define this Service Target ** I'm helping a bank do some SLM work. One of their groups has an internal SLA that says certain types of requests received by 4PM have to be completed the same day. Otherwise they need to be completed by 4PM the next day. There really is no length of time ST associated with the Incidents in this case. I thought about setting up a separate calendar for this ST that was 9am-4PM (their hours are actually 9am-5pm M-F) and a ST that said 7 hours - but that doesn't really solve the problem. Issues registered after 4PM the next day somehwere between 3 and 4PM would show up as due. There's a bunch of similar ways to try to address the problem but none work well. Basically I think this is a policy issue that needs to be clarified and then transformed into ST terms - but I'm open to creative ideas. The closest I can come is to have a 1-hour ST for this with business hours that are 9-5. This still doesn't really address the issue though because they want up to 4PM on any given day to fulfill requests that came in after 4:00PM the previous day and requests for the current day that came in prior to 4pm. William Rentfrow Principal Consultant, StrataCom Inc. [EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]> 701-306-6157 C __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
