Problem Management and Service Level Agreements - Do they go together?
After reviewing the Servicedesk 7 customization guide (Pages 34-35), and knowing that SLA's (Service Level Agreements) were important for Incident Management, I began my quest to modify the SLA for Problem Management. I had made all of the changes necessary, and created a few problems from my incident pool. However, I noticed that none of the due dates or late dates had changed. Where had I gone wrong?
Well, as it turns out, I did everything correctly. Further research showed that, during the development and documentation of Servicedesk 7.0, although not required by ITIL, it was thought that having a configurable SLA for problems might be useful for customers. So a preliminary implementation workflow was started, and included in the customization documentation. After release and further review, it was decided that, since ITIL does not have a SLA requirement for Problem Management, that this documentation and preliminary workflow was not necessary. All future releases of Servicedesk and related documentation will no longer contain any references or workflows around Problem Management SLA configuration.