Change SLAs for ServiceDEskplus Cloud
We are in the middle of refining our Change Management templates, business rules and configuration but realised there are no Change SLAs? CRs often should have SLAs for the ff reasons:
- Set expectations for response and resolution times.
- Ensure timely approvals, planning, and implementation.
- Track performance of change management processes.
- Improve transparency and service quality.
🕒 Typical SLA Milestones for Change Requests
| Stage | SLA Target |
|---|---|
| Submission | Change request submitted within X hours of identification |
| Planning | Planning completed within X business days |
| Approval | CAB or manager approval within X hours/days |
| Implementation Start | Change begins within scheduled window |
| Evaluation | Post-change review completed within X days |
| Closure | Change closed within X days of implementation |
When will Servicedeskplus CLoud have its set of SLAs?