SI Path Remembered in SHB

Affected SLA

To enable organizations to measure the performance of the support teams that are responsible for a service instance that is or was affected by a request, the 4me service generates affected service level agreements (ASLAs) whenever a request is registered, or its service instance is updated.  Exactly which ASLAs are generated depends on several factors, such as the way the service instance (SI) was selected while creating the request.

Recently, the logic within 4me that decides which SLAs are considered ‘affected’ when the Service Hierarchy Browser (SHB) was not used to select the SI was already improved.  Now, the ASLA generation in cases where the SHB was used has also been improved.  When a specialist registers a request and applies a service instance using the SHB, the path followed from the top of the service hierarchy to the lastly selected child service instance is now remembered and expressed in the generated ASLAs.

In the example below, where a user experienced an issue with their email, a service instance for Lan Connectivity (underpinning the email service) was selected as affected SI.  As the email service for this user depends on Lan Connectivity and Windows Server, all the three corresponding SLAs are considered affected.

Affected sla generation shb

With this improvement, the need for the workaround where the request had to be saved while navigating through the path is no longer necessary.