As I am using SolarWinds Service Desk, I’ve found the platform very effective for managing incidents and service requests. However, one key capability that’s currently missing and would greatly enhance service operations is support for Operational Level Agreements (OLA) and Underpinning Contracts (UC).
These features are essential for organizations implementing ITIL v4 and aiming for mature service management practices. Specifically:
- OLA helps define internal support responsibilities between different teams, ensuring accountability and performance tracking beyond just SLA.
- UC allows us to manage third-party vendor commitments that underpin our service delivery, which is crucial for compliance and contract visibility.
Adding these features would:
- Improve alignment with ITIL v4 processes.
- Enhance transparency and accountability across internal and external support layers.
- Enable better reporting and escalation management.
If you also see value in this, please upvote and share your use case!
Let’s help SolarWinds prioritize this enhancement for future releases.
