I'm in the middle of creating our Change management process and have become stuck on whether it is possible to start the SLA clock against a date and time that has been manually entered on the Change request from.
Basically, the SLA needs to breach (but escalations recorded - although this can be omitted if it over complicates things) when the manually entered date has passed, but obviously the date the change request is created will be a variable length to the date entered (i.e. one request could be for 1 month's time, but another could be for next week).
This maybe too complex for ITBM to handle? Or does anyone have any other suggestions on how to approach this.
all help much appreciated as usual.
thanks in advance