Advice on managing SLAs for Internal issues

[Leigh Elliott]

Hi,

I'm seeking advice on best practice options for managing SLAs, more specifically the "Time to first response" SLA in scenarios where we need to log an internal issue where the "customer" is not external.

Probably 99% of ticket issues that come in, come in from customers where the SLA is required.  But for the 1% of ticket issues that are internal to the IT team this SLA is not relevant.  

For example we had an incident issue logged today which was assessed as Major.  This triggered our Major incident management proces and after it was resolved a Post Incident Review Issue was logged.  This is an internal issue but it still has the "Time to first response" SLA attached to it.

Open to ideas and suggestions.

Thanks,
Leigh.

[MJ]

I'm also very interested in this topic