After a request has been related to a service instance, 4me knows that the first line team or the support team of the service instance is responsible for meeting the response and resolution targets specified in the SLA for the service instance. That is why these teams see the SLA targets in the request when it is assigned to them. The service desk team, which is defined in the first line support agreement, also sees the targets when the request is assigned to them. That is because the service desk has the first line support responsibility for all services.
Now it is possible to make yet another team accountable for meeting the targets of certain types of requests. This is done by linking a team to a request template. Targets can then be specified for the request template by linking it to a service offering as a standard service request.
This new feature can be really useful, for example, in organizations that have a separate team that handles all user access requests. The User Access team can then be linked to request templates such as ‘SAP access request’. This template can then be linked to the ‘Enterprise Resource Planning (SAP)’ service. If the Operations team is the first line team for all instances of this service and the SAP Development team is the support team, then the User Access team would never be held accountable for the SLA targets of a request that is related to an SAP service instance. The targets of the request would always be set to ‘Best Effort’ when an SAP request was assigned to the User Access team.
But now, when the ‘SAP access request’ template is linked to a request and this request is assigned to the User Access team, the targets specified in the service offering for this standard service request will be visible. This makes it easier for the User Access team to ensure that all of these access requests get handled in time.
The most important advantage is that the support organization no longer needs a separate service and SLA for user access requests. The access request templates can be related to the service for which access is requested, rather than a separate ‘User Access’ service. That means that when end users start to submit a new request and select, for example, the SAP service, they will also see the template ‘SAP access request’. They do not need to know that they should select a different service when then want to request access. That makes things a little easier for the end users.
Whenever a template is linked to a request and a team is related to this template, the Template team field is visible in the Affected SLA that is linked to the request for a service instance of the service that is linked to the request template. That makes it possible for specialists to see why they get a target for a request that is assigned to their team.