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Service levels

Define simple levels of tickets resolution and within them key performance indicators (KPIs):
  • Time To React (TTR)
  • Time To Close (TTC)
These KPIs are measured and reported.

A claim may, of course, be reclassified between the levels that a particular claimant is eligible to claim after the initial analysis and at any later time as new circumstances are identified. In the case of providing services to external claimants (outsourcing), we may price the different levels.

Sample service levels

Fulfilling tickets

  • RF001 - Rapid Application Resolution
    • Response time = 1 day
    • Time to resolution = 1 week
  • RF002 - Standard Ticket Resolution
    • Response time = 2 days
    • Time to resolution = 2 weeks
  • RF003 - Resolving applications within the agreed deadline
    • Response time = 2 days
    • Time to resolution = agreed deadline

Incident Management

  • IM001 - Critical
    • Time to respond = 4 hours
    • Time to resolution = 1 day
  • IM002 - High
    • Response time = 1 day
    • Time to resolution = 2 days
  • IM003 - Basic
    • Response time = 2 days
    • Time to resolution = 1 week
  • IM004 - Low
    • Response time = 2 days
    • Time to resolution = 2 weeks
  • IM005 - Planned
    • Response time = 2 days
    • Time to resolution = agreed date

Problem Management

  • PM001 - Urgent Problem
    • Response time = 1 day
    • Time to resolution = 1 week
  • PM002 - Standard Problem
    • Response time = 2 days
    • Time to resolution = agreed date

Change Management

  • CHG001 - Urgent Change
    • Response time = 1 day
    • Time to resolution = 1 week
  • CHG002 - Standard Change
    • Response time = 1 week
    • Time to resolution = 4 weeks
  • CHG003 - Resolving the change within the agreed timeframe
    • Response time = 1 week
    • Time to resolution = agreed deadline
  • CHG004 - Project Change
    • Response time = 1 week
    • Time to resolution = agreed deadline

 

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