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Request SLAs and Fulfillment Targets

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In this lesson, you will learn:

  • What SNWR promises for a monitor
  • The SLA on the RITM
  • The OLA on the task
  • Why the SLA pauses for approval

🔁 Quick look back: Last time: Stages and Request Status for Requesters. You learned how stages show requesters where their order is.

1 “How long does a monitor take?”

Sam asks how long his monitor will take.

  • Abel guesses “about a week”.
  • Desktop Support thinks “when we can”.
  • Nobody measures it.

🎯 The problem: Without a target, delivery times drift, and nobody knows.

👉 The fix: set a delivery SLA on the RITM, and a shorter target on the team’s task.

2 SNWR’s two targets

Key term: Request SLA

A promise to the requester, like “your monitor in 3 business days”.

Key term: OLA

An inside target between teams, like “Desktop Support finishes its task in 1 day”.

SNWR Monitor delivery targets. On RITM0010021: SLA SNWR Monitor delivery, 3 business days, which is 27 hours on SNWR India business hours. It starts when the RITM is created, pauses while waiting for approval, and stops when the RITM closes. On SCTASK0010022: OLA SNWR Desktop Support task, 1 business day, which is 9 hours. It starts when the task is created and stops when it closes.
Figure 1. One promise to Sam. One target for the team.

3 Why pause for approval?

While Beth thinks it over, Desktop Support can’t do anything. So the clock pauses. This keeps the target fair for the team.

⚠️ Heads up: On a business-hours schedule, 3 days is 27 hours, not 72. The clock only counts working time.

💡 Good to know: Need a refresher? See Fundamentals › SLA Management › SLA Definitions (Start, Pause, Stop).

4 Let’s try it: set the request targets

  1. Open Service Level Management › SLA Definitions. Create SNWR Monitor delivery, type SLA, table Requested Item [sc_req_item].
  2. Duration 27 hours. Schedule: SNWR India business hours. Start: item is SNWR Request a monitor. Pause: approval is Requested. Stop: state is Closed.
  3. Create SNWR Desktop Support task, type OLA, table Catalog Task [sc_task], 9 hours, for the SNWR Desktop Support group.
  4. Order a 32″ monitor as Sam. Check the SLA pauses until Beth approves.
  5. Check the OLA starts when the task is created.

5 Quick recap

  • A request SLA is a promise to the requester
  • An OLA is an inside target for a team
  • SNWR: 3 business days on the RITM; 1 day on the task
  • The SLA pauses while waiting for approval
  • Business days count only working hours

6 Check yourself

Think of your answer first. Then tap to check.

1 Which table does SNWR Monitor delivery run on? Show answer

The requested item, sc_req_item.

2 Why does the SLA pause for approval? Show answer

The team can’t work until it’s approved, so it keeps the target fair.

3 3 business days on a 9-hour schedule is how many hours? Show answer

27 hours.

4 SLA or OLA: which is the team’s inside target? Show answer

OLA.

Nice work! SNWR now measures how long orders take. 🎉
Next up: Order Guides for New Joiners

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