Tag: Service Level Agreements

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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.