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.
Tag: SLA
How do you add SLA Metrics such as Compliance, Average Duration, Percentages, and Hours of Operation Calculations to Dashboards?
With dashboards you can add Hours of Operation Calculations, averages, aged groups, and data from multiple business objects (Incident AND Service Request for example) and much much more. Reports are ok if you're stuck in the 1990s!!
The SLA’s red headed step child
You've likely seen me post Holiday message on Instagram. Make no mistake about it, Holidays are important. Your SLA clock is likely ticking away when Incident, Service Request, and Task SLAs should be paused!
Email, productivity tool or time-waster?
Email was great back in the HEAT Classic days. It's time to face the news and re-evaluate when and how to use Ivanti ISM (HEAT) email notifications to communicate more efficiently and implement best practices.
Waiting for Resolution Incident Status
A very frequently asked question when implementing Ivanti Service Manager (HEAT) evolves around the "Waiting for Resolution" Incident Status. What is its significance, should it be used, and how does it effect SLAs?
ITSM/ITAM/ESM Blog 
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