Changing the SLA on a current Novell Service Desk Iincident

Changing the SLA on an Novell Service Desk incident midstream cannot be done.  

When a breach is noted throughout the service cycle, action can be taken to re-align expectations with actual service delivery results. Therefore, to ensure that there is customer continuity with the incident, the NSD SLA cannot be changed midstream, for that would be a breach in the the current negotiated contract when that incident was created.

All changes made to the SLA's would be applied to future created incidents. If the new SLA needs to be applied to an incident that is already opened, closing out that incident, and creating a new incident would allow for the new SLA to be applied.

For further information regarding Service Level Management please refer to:

http://docs.livetime.com/livetime61/ServiceManager/service_level_management.htm

Novell Service Desk Online Technical Documentation: http://blogs.livetime.com/

The goal of NSD Service Level Management is to maintain and improve the alignment between business activities and IT service quality.

A Service Level Agreement (SLA) is a formal, negotiated contract that outlines service level expectations and clarifies responsibilities between the Service Desk and the customer.

Formerly known as 1000221