Hello arslist:
I'd like to start a discussion about how your organization utilizes ITSM and how to differentiate between the Service Impacting and Non-Service Impacting Incidents when it comes meeting SLAs utilizing ITSM out-of-box.
Specifically, in order to meet a customer SLA, you can have incidents that may be:
(a) Service Affecting
(b) Service Degrading
(c) Service Transparent
In (a) or (b), this may input into your overall SLA calculation. Item (c) would not. Typically, you do not know whether (a), (b), or (c) until you investigate and/or resolve the incident depending upon your system architecture, failover, HA, or other criteria.
I would be curious if and how you implemented the above Incident classification using ITSM OOB (with or without SLM).
Terry
