Response Time Vs. Resolution Time 1

Owned by Enterprise IT
Apr 22, 2024

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Problem Management

RCA Time Vs. Resolution Time - Comparison

For Problem Record, RCA time will be captured based on the following configurations done for Calculate RCA Deadline  under DEADLINE CRITERIA under Action panel (Problem Record > Deadline Configuration).

  • When RCA is Approved
  • When RCA is Submitted
  • When RCA is Reviewed

For Incident and SR, the Response Time should be within the Response SLA where the Response SLA is defined based on various factors, such as Priority and SLA Window (considering Holidays). If the Response Time is not within the Response SLA, the SLA is violated.


Figure: PROBLEM RECORD DETAIL page: RCA Time

Resolution Time refers to the time taken by an Analyst to resolve an Incident or provide Service for the Service Request (SR) or solution to a Problem. The Resolution Time should be within the Resolution SLA where the Resolution SLA is defined based on various factors, such as Priority and SLA Window (considering Holidays). If the Resolution Time is not within the Resolution  SLA, the SLA is violated.


Figure: PROBLEM RECORD DETAIL page: Resolution Time