Service levels

Define simple levels of request solutions and key performance indicators (KPI) within them.

• Time to react (TTR)
• Time to close (TTC)

Of course, the request may reclassified between levels, applicable by a particular requester, after the initial analysis and at any time thereafter when new circumstances are found. In case of providing services to external requesters (outsourcing), we can grade the cost of each level.

Sample Levels of Service

Request Fulfilling

• RF001 – Quick Request Solution
• Response time = 1 day
• Time until resolved = 1 week
• RF002 – Standard Request Solution
• Response time = 2 days
• Time until resolved = 2 weeks
• RF003 – Request Solution in Agreed Due Date
• Response time = 2 days
• Time until resolved = agreed due date

Incident Management

• IM001 – Critical
  • Response time = 4 hours
  • Time until resolved = 1 day
• IM002 – High
  • Response time = 1 day
  • Time until resolved = 2 days
• IM003 – Basic
  • Response time = 2 days
  • Time until resolved = 1 week
• IM004 – Low
  • Response time = 2 days
  • Time until resolved = 2 weeks
• IM005 – Planned
  • Response time = 2 days
  • Time until resolved = agreed due date

Problem Management

• PM001 – Urgent problem
• Response time = 1 day
• Time until resolved = 1 week
• PM002 – Standard problem
• Response time = 2 days
• Time until resolved = agreed due date

Change Management

• CHG001 – Urgent change
• Response time = 1 day
• Time until resolved = 1 week
• CHG002 – Standard change
• Response time = 1 week
• Time until resolved = 4 weeks
• CHG003 – Change Solution in Agreed Due Date
• Response time = 1 week
• Time until resolved = agreed due date
• CHG004 – Project change
• Response time = 1 week
• Time until resolved = agreed due date

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