Post #2107425

@evcricket and if meeting KPIs (or SLAs) is the only thing that matters, then doing anything to technically meet the KPIs is acceptable. Story time! At a large blue IT outsourcer that was the contractor for Australia’s largest telco, we had SLAs on incidents, with higher priority incidents having shorter agreed resolution times. Now, being ITIL compliant, you can turn an Incident into a Problem if the incident is persistent for an extended period of time, say longer than the SLA time of an incident. Of course, we also had SLAs on problems, which were significantly longer than incidents. Again, being ITIL compliant, you can turn a Problem into a Known Issue. Which had no defined SLA…