Author: Ivanti HEAT Developer Consultant Freelancer | Australia | New Zealand | ANZ | APAC | UK | Ireland | EU | Canada | USA

Ivanti HEAT ITSM Developer Consultant Freelancer since 1996 26+ years, 100+ Ivanti Implementations Australia New Zealand ANZ APAC UK EU Canada USA
freelancer, freelance consultant, itsm, itam, CRM, development, project management, Ivanti Neurons experience, Ivanti Service Manager experience, Ivanti Asset Manager experience, HEAT ITSM experience, UK, EU, APAC, Australia, New Zealand, Singapore, Canada, USA, Ivanti Business Partner experience

Service Request SLA Clock. To Pause or not to Pause?

by Ivanti HEAT Developer Consultant Freelancer | Australia | New Zealand | ANZ | APAC | UK | Ireland | EU | Canada | USA, posted in Best Practices, Ivanti Service Manager

I have run into an interesting scenario and discussion with a Service Owner that insists that the SLA clock should Run when Waiting for Approval, more specifically waiting for the requester's manager's approval.