missed SLA reasons

[Former Member]

Can any body suggest answer for below question

What is the Reason for missed SLA ?

We have remedy tool we need to give list box entries to our client to develop that field.

Thanks in Advance

[former_member183879 · Accepted solution]

Hi,

BPM or BPX will be right forum for this question. However some of the reasons given below.

1. Delay in analysis of the issue

2. Incorrect Detection by the technical team

3. Change in the priority of the ticket during analysis from lower priority to higher priority

4. Delay in responding to questions between tech team and business user.

5. Difference between the creation date of the ticket and the date on which it is assigned to the support team

6. Resources on leave

7. Initial mistakes done in understanding the issue

8. Incorrect effort estimation

9. Incorrect priority for the ticket

10. Complexity of the issue is higher than expected

11. Naive Change Management / Incident Mngt structure

Like this you can mention lot of issues. You can categorise them as Support team reasons, Business user reasons etc for better analysis and interpretation.

Hope this helps