Tag: SLA Clock

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.

Service Level Agreements SLA Holidays US Canada Australia UK Escalations Horus of Operation HOP Ivanti Business Hours

The SLA’s red headed step child

by Freelance Ivanti Neurons Consultant & Developer with 100+ Service Desk / ITSM / ITAM Implementations since 1996, worldwide, posted in Best Practices, Ivanti Service Manager

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!

Waiting for Resolution Incident Status

by Freelance Ivanti Neurons Consultant & Developer with 100+ Service Desk / ITSM / ITAM Implementations since 1996, worldwide, posted in Best Practices, Ivanti Service Manager, Ivanti Service Manager Upgrades

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?