Audit
Work order and SLA configuration review
SLA dashboards are easy to paint green. This review opens the work-order types, clocks, calendars, and pause reasons, then samples closed jobs to see whether the application’s “on time” matches the customer’s experience.
We map every work-order type you still use — including the ones nobody remembers creating — to the SLA they inherit. Entitlements, pause codes, and after-hours calendars are checked against the contracts operations believes are live.
A sample of closed jobs is read end to end: when the clock started, when it paused, who closed it, and whether a follow-up was opened as a new ticket that reset the timer. We look for cloned jobs, cancelled-then-reopened patterns, and status codes that skip required steps.
You leave with a configuration map, a list of types to retire, and the specific clock rules that are inflating or hiding breach. The conversation is with service managers, not with a generic “process excellence” slide.
What the engagement includes
- Work-order type and entitlement mapping
- Clock, calendar, and pause-code review
- Closed-job sample against customer-facing times
- Retirement list and rule changes, ranked by risk