Appendix A KPI Metric Definitions for ServiceNow_DRAFT.pdf
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- Solicitation number
- RFI86615526Q00018
About this file
This is a draft Service Level Agreement (SLA) KPI (Key Performance Indicator) specification document that outlines performance targets and metrics for IT service management ticket handling across multiple categories. The document defines detailed SLAs for Requested Items (RITM), Changes (CHG), Incidents (INC), and Security Incidents (SIR) across both Infrastructure and Application service domains.
The SLAs are stratified by priority level (Critical, High, Moderate, Low) with specific response, approval, and resolution timeframes. For Infrastructure service requests, response times range from TBD hours on an 8AM-5PM weekday schedule for High/Moderate/Low priorities, with deprovision requests operating 24/7. Infrastructure incident response times are 2 hours for Critical priority, 8 hours for High, 96 hours for Moderate, and 192 hours for Low priority, all on 24/7 schedules. Change management approval and resolution times follow 8AM-5PM weekday schedules for Infrastructure (24/7 for Critical), while Application changes operate primarily on weekday schedules with emergency changes available 24/7. Each KPI specifies detailed start conditions (such as ticket creation or assignment), stop conditions (such as ticket approval or resolution completion), pause conditions (vendor involvement or approval waiting), and cancellation criteria. Security incidents (SIR) and critical infrastructure incidents include sub-KPIs with dual tracking for ownership confirmation and technical resolution phases. The document also requires Root Cause Analysis (RCA) reports for Critical Infrastructure incidents within 24 hours of resolution. All KPIs include severity definitions contextualizing business impact, user affected populations, and operational consequences for each priority level.
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Text version
Table of Contents
DRAFT
Tab Number SNOW KPI Detailed
1 RITM Target Response (Infra)
2 RITM Target Approval (Infra)
3 RITM Target Resolution (Infra)
4 RITM Target Response (App)
5 RITM Target Approval (App)
6 RITM Target Resolution (App)
7 CHG Target Response (Infra)
8 CHG Target Resolution (Infra)
9 CHG Target Approval (Infra)
10 CHG Target Response (App)
11 CHG Target Resolution (App)
12 CHG Target Approval (App)
13 INC Target Response (Infra)
14 INC Target Resolution (Infra)
15 INC RCA Report (Infra)
16 INC Target Response (App)
17 INC Target Resolution (App)
18 SIR Target Response
19 SIR Target Resolution
1. RITM Target Response-Infra
Name Applies to (Table) Target (Respone or
Response or Approval)
Duration (hrs) Schedule Percentage of SLA Notification Target Notification Start Condition Stop Condition Pause Condition Reset Condition Cancel Condition KPI Definition Severity Definition (for reference)
Infrastructure SR Response
(High)
Requested Items Response TBD 8AM-5PM weekdays
(excluding weekends & federal holidays)
*Deprovisions (24/7, excluding weekends but not firm holidays)
No Requirement No Requirement No Requirement
Priority = High AND
Active = True
AND
Item=infrastructure Service
Request
*Timer starts when ticket is created
Priority = High AND
Active = False
AND
Item=infrastructure Service
Request AND State !=
Cancelled
*Timer stops when assigned
OR pushed for approvals
(UAR only)
KPI is paused when ticket is with a vendor or waiting for
Ginnie Mae Approval
No Requirement
Priority != High
OR
Item!=infrastructure Service
Request
OR State = Cancelled
The maximum length of time it will take for a ticket’s initial review, for questions (if any) to be provided back to the submitter, and for the ticket to be assigned or auto-assigned.
High service requests do not have immediate severe consequences, but their impact may disrupt normal operations. They have a manageable workaround but need timely attention to prevent further complications
Infrastructure SR Response
(Moderate)
Requested Items Response TBD 8AM-5PM weekdays
(excluding weekends & federal holidays)
No Requirement No Requirement No Requirement
Priority = Moderate AND
Active = True
AND
Item=infrastructure Service
Request
*Timer starts when ticket is created
Priority = Moderate AND
Active = False
AND
Item=infrastructure Service
Request AND State !=
Cancelled
*Timer stops when assigned
OR pushed for approvals
(UAR only)
KPI is paused when ticket is with a vendor or waiting for
Ginnie Mae Approval
No Requirement
Priority != moderate
OR
Item!=infrastructure Service
Request
OR State = Cancelled
The maximum length of time it will take for a ticket’s initial review, for questions (if any) to be provided back to the submitter, and for the ticket to be assigned or auto-assigned.
Moderate service requests affect a subset of users or processes and may cause inconvenience or delays rather than complete disruptions. These service requests impact individual users or specific teams with limited repercussions on overall business performance
Infrastructure SR Response
(Low)
Requested Items Response TBD 8AM-5PM weekdays
(excluding weekends & federal holidays)
No Requirement No Requirement No Requirement
Priority = Low AND
Active = True
AND
Item=infrastructure Service
Request
*Timer starts when ticket is created
Priority = Low AND
Active = False
AND
Item=infrastructure Service
Request AND State !=
Cancelled
*Timer stops when assigned
OR pushed for approvals
(UAR only)
KPI is paused when ticket is with a vendor or waiting for
Ginnie Mae Approval
No Requirement
Priority != Low
OR
Item!=infrastructure Service
Request
OR State = Cancelled
The maximum length of time it will take for a ticket’s initial review, for questions (if any) to be provided back to the submitter, and for the ticket to be assigned or auto-assigned.
Low service requests have little immediate impact on business operations and do not require urgent action.
They include inconveniences that affect very few users or minor aspects of business operations
2. RITM Target Approval-Infra
Name Applies to (Table) Target (Respone or
Response or Approval)
Duration (hrs) Schedule Percentage of SLA Notification Target Notification Start Condition
*This KPI will require multiple sub-KPIs, one for each appprover (four separate approvals)*
Stop Condition Pause Condition Reset Condition Cancel Condition KPI Definition Severity Definition (for reference)
Infrastructure SR
Response (High)
Requested Items Approval TBD 8AM-5PM weekdays
(excluding weekends & federal holidays)
*Deprovisions (24/7, excluding weekends but not firm holidays)
No Requirement No Requirement No Requirement
Priority = High AND
Active = True
AND
Item=infrastructure Service
Request
*Each approval will start as the UAR gets pushed to an approver (User’s
Supervisor/Manager to
Security Team to NOC to
Ginnie Mae OSO)
Priority = High AND
Active = False
AND
Item=infrastructure
Service Request AND
State != Cancelled
*The timer will stop once the ticket is approved KPI is paused when ticket is with a vendor or waiting for
Ginnie Mae Approval
No Requirement
Priority != High
OR
Item!=infrastructur e Service Request
OR State =
Cancelled
The maximum length of time it will take for a UAR to undergo necessary approvals. This SLA is only applicable to User Access
Requests.
High service requests do not have immediate severe consequences, but their impact may disrupt normal operations. They have a manageable workaround but need timely attention to prevent further complications
Infrastructure SR
Response (Moderate)
Requested Items Approval TBD 8AM-5PM weekdays
(excluding weekends & federal holidays)
No Requirement No Requirement No Requirement Priority = High AND
Active = True
AND
Item=infrastructure Service
Request
*Each approval will start as the UAR gets pushed from one to the next
(User’s
Supervisor/Manager to
Security Team to NOC to
Ginnie Mae OSO)
Priority = Moderate
AND
Active = False
AND
Item=infrastructure
Service Request AND
State != Cancelled
*The timer will stop once the ticket is approved
KPI is paused when ticket is with a vendor or waiting for
Ginnie Mae Approval
No Requirement
Priority != moderate
OR
Item!=infrastructur e Service Request
OR State =
Cancelled
The maximum length of time it will take for a UAR to undergo necessary approvals. This SLA is only applicable to User Access
Requests.
Moderate service requests affect a subset of users or processes and may cause inconvenience or delays rather than complete disruptions. These service requests impact individual users or specific teams with limited repercussions on overall business performance
Infrastructure SR
Response (Low)
Requested Items Approval TBD 8AM-5PM weekdays
(excluding weekends & federal holidays)
No Requirement No Requirement No Requirement Priority = High AND
Active = True
AND
Item=infrastructure Service
Request
*Each approval will start as the UAR gets pushed from one to the next
(User’s
Supervisor/Manager to
Security Team to NOC to
Ginnie Mae OSO)
Priority = Low AND
Active = False
AND
Item=infrastructure
Service Request AND
State != Cancelled
*The timer will stop once the ticket is approved
KPI is paused when ticket is with a vendor or waiting for
Ginnie Mae Approval
No Requirement
Priority != Low
OR
Item!=infrastructur e Service Request
OR State =
Cancelled
The maximum length of time it will take for a UAR to undergo necessary approvals. This SLA is only applicable to User Access
Requests.
Low service requests have little immediate impact on business operations and do not require urgent action. They include inconveniences that affect very few users or minor aspects of business operations
3. RITM Target Resolution-Infra
Name Applies to (Table) Target (Respone or
Response or Approval)
Duration (hrs) Schedule Percentage of SLA Notification Target Notification Start Condition Stop Condition Pause Condition Reset Condition Cancel Condition KPI Definition Severity Definition (for reference)
Infrastructure SR Resolution
(Moderate)
Requested Items Resolution TBD 8AM-5PM weekdays
(excluding weekends & federal holidays)
*Deprovisions (24/7, excluding weekends but not firm holidays)
No Requirement No Requirement No Requirement
Priority = Moderate AND
Active = True
AND
Item=infrastructure Service
Request
*Start timer at ticket assignment
Priority = Moderate AND
Active = False
AND
Item=infrastructure Service
Request AND State !=
Cancelled
*Stop timer when ticket resolution is completed
KPI is paused when ticket is with a vendor or waiting for
Ginnie Mae Approval
No Requirement
Priority != moderate
OR
Item!=infrastructure Service
Request
OR State = Cancelled
The maximum length of time it will take for a request to be resolved from time of ticket assignment.
Moderate service requests affect a subset of users or processes and may cause inconvenience or delays rather than complete disruptions. These service requests impact individual users or specific teams with limited repercussions on overall business performance
Infrastructure SR Resolution
(Low)
Requested Items Resolution TBD 8AM-5PM weekdays
(excluding weekends & federal holidays)
No Requirement No Requirement No Requirement
Priority = Low AND
Active = True
AND
Item=infrastructure Service
Request
*Start timer at ticket assignment
Priority = Low AND
Active = False
AND
Item=infrastructure Service
Request AND State !=
Cancelled
*Stop timer when ticket resolution is completed
KPI is paused when ticket is with a vendor or waiting for
Ginnie Mae Approval
No Requirement
Priority != Low
OR
Item!=infrastructure Service
Request
OR State = Cancelled
The maximum length of time it will take for a request to be resolved from time of ticket assignment.
Low service requests have little immediate impact on business operations and do not require urgent action.
They include inconveniences that affect very few users or minor aspects of business operations
Infrastructure SR Resolution
(High)
Requested Items Resolution TBD 8AM-5PM weekdays
(excluding weekends & federal holidays)
No Requirement No Requirement No Requirement
Priority = High AND
Active = True
AND
Item=infrastructure Service
Request
*Start timer at ticket assignment
Priority = High AND
Active = False
AND
Item=infrastructure Service
Request AND State !=
Cancelled
*Stop timer when ticket resolution is completed
KPI is paused when ticket is with a vendor or waiting for
Ginnie Mae Approval
No Requirement
Priority != High
OR
Item!=infrastructure Service
Request
OR State = Cancelled
The maximum length of time it will take for a request to be resolved from time of ticket assignment.
High service requests do not have immediate severe consequences, but their impact may disrupt normal operations. They have a manageable workaround but need timely attention to prevent further complications
4. RITM Target Response-App
Name Applies to (Table) Target (Respone or
Response or Approval)
Duration (hrs) Schedule Percentage of SLA Notification Target Notification Start Condition Stop Condition Pause Condition Reset Condition Cancel Condition KPI Definition Severity Definition (for reference)
Application SR Response
(High)
Requested Items Response TBD 8AM-5PM weekdays
(excluding weekends & federal holidays)
*Deprovisions (24/7, excluding weekends but not firm holidays)
No Requirement No Requirement No Requirement
Priority = High AND
Active = True
AND
Item=Application Service
Request
*Timer starts when ticket is created
Priority = High AND
Active = False
AND
Item=Application Service
Request AND State !=
Cancelled
*Timer stops when assigned
OR pushed for approvals
(UAR only)
KPI is paused when ticket is with a vendor or waiting for
Ginnie Mae Approval
No Requirement
Priority != High
OR
Item!=Application Service
Request
OR State = Cancelled
The maximum length of time it will take for a ticket’s initial review, for questions (if any) to be provided back to the submitter, and for the ticket to be assigned or auto-assigned.
High service requests do not have immediate severe consequences, but their impact may disrupt normal operations. They have a manageable workaround but need timely attention to prevent further complications
Application SR Response
(Moderate)
Requested Items Response TBD 8AM-5PM weekdays
(excluding weekends & federal holidays)
No Requirement No Requirement No Requirement
Priority = Moderate AND
Active = True
AND
Item=Application Service
Request
*Timer starts when ticket is created
Priority = Moderate AND
Active = False
AND
Item=Application Service
Request AND State !=
Cancelled
*Timer stops when assigned
OR pushed for approvals
(UAR only)
KPI is paused when ticket is with a vendor or waiting for
Ginnie Mae Approval
No Requirement
Priority != moderate
OR
Item!=Application Service
Request
OR State = Cancelled
The maximum length of time it will take for a ticket’s initial review, for questions (if any) to be provided back to the submitter, and for the ticket to be assigned or auto-assigned.
Moderate service requests affect a subset of users or processes and may cause inconvenience or delays rather than complete disruptions. These service requests impact individual users or specific teams with limited repercussions on overall business performance
Application SR Response
(Low)
Requested Items Response TBD 8AM-5PM weekdays
(excluding weekends & federal holidays)
No Requirement No Requirement No Requirement
Priority = Low AND
Active = True
AND
Item=Application Service
Request
*Timer starts when ticket is created
Priority = Low AND
Active = False
AND
Item=Application Service
Request AND State !=
Cancelled
*Timer stops when assigned
OR pushed for approvals
(UAR only)
KPI is paused when ticket is with a vendor or waiting for
Ginnie Mae Approval
No Requirement
Priority != Low
OR
Item!=Application Service
Request
OR State = Cancelled
The maximum length of time it will take for a ticket’s initial review, for questions (if any) to be provided back to the submitter, and for the ticket to be assigned or auto-assigned.
Low service requests have little immediate impact on business operations and do not require urgent action.
They include inconveniences that affect very few users or
5. RITM Target Approval-App
Name Applies to (Table) Target (Respone or
Response or Approval)
Duration (hrs) Schedule Percentage of SLA Notification Target Notification Start Condition
*This KPI will require multiple sub-KPIs, one for each appprover*
Stop Condition Pause Condition Reset Condition Cancel Condition KPI Definition Severity Definition (for reference)
Infrastructure SR Response
(High)
Requested Items Approval TBD 8AM-5PM weekdays
(excluding weekends & federal holidays)
*Deprovisions (24/7, excluding weekends but not firm holidays)
No Requirement No Requirement No Requirement
Priority = High AND
Active = True
AND
Item=infrastructure
Service Request
*Each approval will start as the UAR gets pushed to an approver
Priority = High AND
Active = False
AND
Item=infrastructure
Service Request AND
State != Cancelled
*The timer will stop once the ticket is assigned
KPI is paused when ticket is with a vendor or waiting for Ginnie Mae Approval
No Requirement
Priority != High
OR
Item!=infrastructure
Service Request
OR State = Cancelled
The maximum length of time it will take for a UAR to undergo necessary approvals.
This SLA is only applicable to User
Access Requests.
High service requests do not have immediate severe consequences, but their impact may disrupt normal operations. They have a manageable workaround but need timely attention to prevent further complications
Infrastructure SR Response
(Moderate)
Requested Items Approval TBD 8AM-5PM weekdays
(excluding weekends & federal holidays)
No Requirement No Requirement No Requirement
Priority = High AND
Active = True
AND
Item=infrastructure
Service Request
*Each approval will start as the UAR gets pushed to an approver
Priority = Moderate
AND
Active = False
AND
Item=infrastructure
Service Request AND
State != Cancelled
*The timer will stop once the ticket is assigned
KPI is paused when ticket is with a vendor or waiting for Ginnie Mae Approval
No Requirement
Priority != moderate
OR
Item!=infrastructure
Service Request
OR State = Cancelled
The maximum length of time it will take for a UAR to undergo necessary approvals.
This SLA is only applicable to User
Access Requests.
Moderate service requests affect a subset of users or processes and may cause inconvenience or delays rather than complete disruptions.
These service requests impact individual users or specific teams with limited repercussions on overall business performance
Infrastructure SR Response
(Low)
Requested Items Approval TBD 8AM-5PM weekdays
(excluding weekends & federal holidays)
No Requirement No Requirement No Requirement
Priority = High AND
Active = True
AND
Item=infrastructure
Service Request
*Each approval will start as the UAR gets pushed to an approver
Priority = Low AND
Active = False
AND
Item=infrastructure
Service Request AND
State != Cancelled
*The timer will stop once the ticket is assigned
KPI is paused when ticket is with a vendor or waiting for Ginnie Mae Approval
No Requirement
Priority != Low
OR
Item!=infrastructure
Service Request
OR State = Cancelled
The maximum length of time it will take for a UAR to undergo necessary approvals.
This SLA is only applicable to User
Access Requests.
Low service requests have little immediate impact on business operations and do not require urgent action.
They include inconveniences that affect very few users or
6. RITM Target Resolution-App
Name Applies to (Table) Target (Respone or
Response or Approval)
Duration (hrs) Schedule Percentage of SLA Notification Target Notification Start Condition Stop Condition Pause Condition Reset Condition Cancel Condition KPI Definition Severity Definition (for reference)
Application SR Resolution
(High)
Requested Items Resolution TBD 8AM-5PM weekdays
(excluding weekends & federal holidays)
*Deprovisions (24/7, excluding weekends but not firm holidays)
No Requirement No Requirement No Requirement Priority = High AND
Active = True
AND
Item=Application Service
Request
*Start timer at ticket assignment
Priority = High AND
Active = False
AND
Item=Application Service
Request AND State !=
Cancelled
*Stop timer when ticket resolution is completed
KPI is paused when ticket is with a vendor or waiting for
Ginnie Mae Approval
No Requirement
Priority != High
OR
Item!=Application Service
Request
OR State = Cancelled
The maximum length of time it will take for a request to be resolved from time of ticket assignment.
High service requests do not have immediate severe consequences, but their impact may disrupt normal operations. They have a manageable workaround but need timely attention to prevent further complications
Application SR Resolution
(Moderate)
Requested Items Resolution TBD 8AM-5PM weekdays
(excluding weekends & federal holidays)
No Requirement No Requirement No Requirement
Priority = Moderate AND
Active = True
AND
Item=Application Service
Request
*Start timer at ticket assignment
Priority = Moderate AND
Active = False
AND
Item=Application Service
Request AND State !=
Cancelled
*Stop timer when ticket resolution is completed
KPI is paused when ticket is with a vendor or waiting for
Ginnie Mae Approval
No Requirement
Priority != moderate
OR
Item!=Application Service
Request
OR State = Cancelled
The maximum length of time it will take for a request to be resolved from time of ticket assignment.
Moderate service requests affect a subset of users or processes and may cause inconvenience or delays rather than complete disruptions. These service requests impact individual users or specific teams with limited repercussions on overall business performance
Application SR Resolution
(Low)
Requested Items Resolution TBD 8AM-5PM weekdays
(excluding weekends & federal holidays)
No Requirement No Requirement No Requirement
Priority = Low AND
Active = True
AND
Item=Application Service
Request
*Start timer at ticket assignment
Priority = Low AND
Active = False
AND
Item=Application Service
Request AND State !=
Cancelled
*Stop timer when ticket resolution is completed
KPI is paused when ticket is with a vendor or waiting for
Ginnie Mae Approval
No Requirement
Priority != Low
OR
Item!=Application Service
Request
OR State = Cancelled
The maximum length of time it will take for a request to be resolved from time of ticket assignment.
Low service requests have little immediate impact on business operations and do not require urgent action.
They include inconveniences that affect very few users or
7. CHG Target Response-Infra
Name Applies to (Table) Target (Respone or
Response or Approval)
Duration (hrs) Schedule Percentage of SLA Notification Target Notification Start Condition Stop Condition Pause Condition Reset Condition Cancel Condition KPI Definition Severity Definition (for reference)
Infrastructure CR Response
(Critical)
Changes Response TBD 24/7 No Requirement No Requirement No Requirement Priority = Critical AND
Active = True
AND
Item=infrastructure Change
Request
*Timer starts when ticket is submitted
Priority = Critical AND
Active = False
AND
Item=infrastructure Change
Request AND State !=
Cancelled
*Timer Ends when CHG is assigned
KPI is paused when ticket is with a vendor or waiting for
Ginnie Mae Approval
No Requirement Priority != Critical
OR
Item!=infrastructure Change
Request
OR State = Cancelled
The maximum length of time it will take for a ticket to be assigned, for questions (if any) to be provided back to the submitter, and between updates on a ticket’s status from the ticket recipient.
Critical change requests impact all or most of the organization and/or have potential financial, reputational, or legal ramifications. Immediate implementation is necessary to prevent severe consequences
Infrastructure CR Response
(High)
Changes Response TBD 8AM-5PM weekdays
(excluding weekends and federal holidays)
No Requirement No Requirement No Requirement
Priority = High AND
Active = True
AND
Item=infrastructure Change
Request
*Timer starts when ticket is submitted
Priority = High AND
Active = False
AND
Item=infrastructure Change
Request AND State !=
Cancelled
*Timer Ends when CHG is assigned
KPI is paused when ticket is with a vendor or waiting for
Ginnie Mae Approval
No Requirement
Priority != High
OR
Item!=infrastructure Change
Request
OR State = Cancelled
The maximum length of time it will take for a ticket to be assigned, for questions (if any) to be provided back to the submitter, and between updates on a ticket’s status from the ticket recipient.
High change requests do not have immediate severe consequences, but their impact may disrupt normal operations. They have a manageable workaround but need timely attention to prevent further complications
Infrastructure CR Response
(Moderate)
Changes Response TBD 8AM-5PM weekdays
(excluding weekends and federal holidays)
No Requirement No Requirement No Requirement
Priority = Moderate AND
Active = True
AND
Item=infrastructure Change
Request
*Timer starts when ticket is submitted
Priority = Moderate AND
Active = False
AND
Item=infrastructure Change
Request AND State !=
Cancelled
*Timer Ends when CHG is assigned
KPI is paused when ticket is with a vendor or waiting for
Ginnie Mae Approval
No Requirement
Priority != moderate
OR
Item!=infrastructure Change
Request
OR State = Cancelled
The maximum length of time it will take for a ticket to be assigned, for questions (if any) to be provided back to the submitter, and between updates on a ticket’s status from the ticket recipient.
Moderate change requests affect a subset of users or processes and may cause inconvenience or delays rather than complete disruptions. These change requests impact individual users or specific teams with limited repercussions on overall business performance.
Infrastructure CR Response
(Low)
Changes Response TBD 8AM-5PM weekdays
(excluding weekends and federal holidays)
No Requirement No Requirement No Requirement
Priority = Low AND
Active = True
AND
Item=infrastructure Change
Request
*Timer starts when ticket is submitted
Priority = Low AND
Active = False
AND
Item=infrastructure Change
Request AND State !=
Cancelled
*Timer Ends when CHG is assigned
KPI is paused when ticket is with a vendor or waiting for
Ginnie Mae Approval
No Requirement
Priority != Low
OR
Item!=infrastructure Change
Request
OR State = Cancelled
The maximum length of time it will take for a ticket to be assigned, for questions (if any) to be provided back to the submitter, and between updates on a ticket’s status from the ticket recipient.
Low change requests have little immediate impact on business operations and do not require urgent action.
They include inconveniences that affect very few users or
8. CHG Target Approval-Infra
Name Applies to (Table) Target (Respone or Response or Approval)
Duration (hrs) Schedule Percentage of SLA Notification Target Notification Start Condition
*This KPI will require multiple sub-KPIs, one for each appprover
(four separate approvals)*
Stop Condition Pause Condition Reset Condition Cancel Condition KPI Definition Severity Definition (for reference)
Infrastructure CR
Approval (Critical)
Changes Approval TBD 24/7 No Requirement No Requirement No Requirement Priority = Critical
AND
Active = True
AND
Item=infrastructure
Change Request
*Timer starts when pushed to CIRB for approval
Priority = Critical
AND
Active = False
AND
Item=infrastructure
Change Request
AND State !=
Cancelled
*Timer ends when ticket is fully approved to deploy
KPI is paused when ticket is with a vendor or waiting for Ginnie Mae
Approval
No Requirement Priority != Critical
OR
Item!=infrastructure
Change Request
OR State =
Cancelled
The maximum length of time it will take for a change request to be approved for implementation from time of ticket submission
Critical change requests impact all or most of the organization and/or have potential financial, reputational, or legal ramifications. Immediate implementation is necessary to prevent severe consequences
Infrastructure CR
Approval (High)
Changes Approval TBD 8AM-5PM weekdays
(excluding weekends and federal holidays)
No Requirement No Requirement No Requirement
Priority = High AND
Active = True
AND
Item=infrastructure
Change Request
*Timer starts when pushed to CIRB for approval
Priority = High AND
Active = False
AND
Item=infrastructure
Change Request
AND State !=
Cancelled
*Timer ends when ticket is fully approved to deploy
KPI is paused when ticket is with a vendor or waiting for Ginnie Mae
Approval
No Requirement
Priority != High
OR
Item!=infrastructure
Change Request
OR State =
Cancelled
The maximum length of time it will take for a change request to be approved for implementation from time of ticket submission
High change requests do not have immediate severe consequences, but their impact may disrupt normal operations. They have a manageable workaround but need timely attention to prevent further complications
Infrastructure CR
Approval (Low)
Changes Approval TBD 8AM-5PM weekdays
(excluding weekends and federal holidays)
No Requirement No Requirement No Requirement
Priority = Low AND
Active = True
AND
Item=infrastructure
Change Request
*Timer starts when pushed to CIRB for approval
Priority = Low AND
Active = False
AND
Item=infrastructure
Change Request
AND State !=
Cancelled
*Timer ends when ticket is fully approved to deploy
KPI is paused when ticket is with a vendor or waiting for Ginnie Mae
Approval
No Requirement
Priority != Low
OR
Item!=infrastructure
Change Request
OR State =
Cancelled
The maximum length of time it will take for a change request to be approved for implementation from time of ticket submission
Low change requests have little immediate impact on business operations and do not require urgent action.
They include inconveniences that affect very few users or minor aspects of business operations
Infrastructure CR
Approval (Moderate)
Changes Approval TBD 8AM-5PM weekdays
(excluding weekends and federal holidays)
No Requirement No Requirement No Requirement
Priority = Moderate
AND
Active = True
AND
Item=infrastructure
Change Request
*Timer starts when pushed to CIRB for approval
Priority = Moderate
AND
Active = False
AND
Item=infrastructure
Change Request
AND State !=
Cancelled
*Timer ends when ticket is fully approved to deploy
KPI is paused when ticket is with a vendor or waiting for Ginnie Mae
Approval
No Requirement
Priority != moderate
OR
Item!=infrastructure
Change Request
OR State =
Cancelled
The maximum length of time it will take for a change request to be approved for implementation from time of ticket submission
Moderate change requests affect a subset of users or processes and may cause inconvenience or delays rather than complete disruptions. These change requests impact individual users or specific teams with limited repercussions on overall business performance.
9. CHG Target Resolution-Infra
Name Applies to (Table) Target (Respone or
Response or Approval)
Duration (hrs) Schedule Percentage of SLA Notification Target Notification Start Condition Stop Condition Pause Condition Reset Condition Cancel Condition KPI Definition Severity Definition (for reference)
Infrastructure CR Resolution
(Critical)
Changes Resolution TBD 24/7 No Requirement No Requirement No Requirement Priority = Critical AND
Active = True
AND
Item=infrastructure Change
Request
*Timer starts when ticket is assigned
Priority = Critical AND
Active = False
AND
Item=infrastructure Change
Request AND State !=
Cancelled
*Timer ends when ticket is pushed for approvals
KPI is paused when ticket is with a vendor or waiting for
Ginnie Mae Approval
No Requirement Priority != Critical
OR
Item!=infrastructure Change
Request
OR State = Cancelled
The maximum length of time it will take for a solution to be prepared from time of ticket assignment
Critical change requests impact all or most of the organization and/or have potential financial, reputational, or legal ramifications. Immediate implementation is necessary to prevent severe consequences
Infrastructure CR Resolution
(High)
Changes Resolution TBD 8AM-5PM weekdays
(excluding weekends and federal holidays)
No Requirement No Requirement No Requirement
Priority = High AND
Active = True
AND
Item=infrastructure Change
Request
*Timer starts when ticket is assigned
Priority = High AND
Active = False
AND
Item=infrastructure Change
Request AND State !=
Cancelled
*Timer ends when ticket is pushed for approvals
KPI is paused when ticket is with a vendor or waiting for
Ginnie Mae Approval
No Requirement
Priority != High
OR
Item!=infrastructure Change
Request
OR State = Cancelled
The maximum length of time it will take for a solution to be prepared from time of ticket assignment
High change requests do not have immediate severe consequences, but their impact may disrupt normal operations. They have a manageable workaround but need timely attention to prevent further complications
Infrastructure CR Resolution
(Moderate)
Changes Resolution TBD 8AM-5PM weekdays
(excluding weekends and federal holidays)
No Requirement No Requirement No Requirement
Priority = Moderate AND
Active = True
AND
Item=infrastructure Change
Request
*Timer starts when ticket is assigned
Priority = Moderate AND
Active = False
AND
Item=infrastructure Change
Request AND State !=
Cancelled
*Timer ends when ticket is pushed for approvals
KPI is paused when ticket is with a vendor or waiting for
Ginnie Mae Approval
No Requirement
Priority != moderate
OR
Item!=infrastructure Change
Request
OR State = Cancelled
The maximum length of time it will take for a solution to be prepared from time of ticket assignment
Moderate change requests affect a subset of users or processes and may cause inconvenience or delays rather than complete disruptions. These change requests impact individual users or specific teams with limited repercussions on overall business performance.
Infrastructure CR Resolution
(Low)
Changes Resolution TBD 8AM-5PM weekdays
(excluding weekends and federal holidays)
No Requirement No Requirement No Requirement
Priority = Low AND
Active = True
AND
Item=infrastructure Change
Request
*Timer starts when ticket is assigned
Priority = Low AND
Active = False
AND
Item=infrastructure Change
Request AND State !=
Cancelled
*Timer ends when ticket is pushed for approvals
KPI is paused when ticket is with a vendor or waiting for
Ginnie Mae Approval
No Requirement
Priority != Low
OR
Item!=infrastructure Change
Request
OR State = Cancelled
The maximum length of time it will take for a solution to be prepared from time of ticket assignment
Low change requests have little immediate impact on business operations and do not require urgent action.
They include inconveniences that affect very few users or
10. CHG Target Response- App
Name Applies to (Table) Target (Respone or
Response or Approval)
Duration (hrs) Schedule Percentage of SLA Notification Target Notification Start Condition Stop Condition Pause Condition Reset Condition Cancel Condition KPI Definition Severity Definition (for reference)
Application CR Response
(Critical)
Changes Response TBD 8AM-5PM weekdays
(excluding weekends and federal holidays)
Emergency & Latent Change
Requests are 24/7
No Requirement No Requirement No Requirement Priority = Critical AND
Active = True
AND
Item=Application Change
Request
*Timer starts when ticket is submitted
Priority = Critical AND
Active = False
AND
Item=Application Change
Request AND State !=
Cancelled
*Timer Ends when CHG is assigned
KPI is paused when ticket is with a vendor or waiting for
Ginnie Mae Approval
No Requirement Priority != Critical
OR
Item!=Application Change
Request
OR State = Cancelled
The maximum length of time it will take for a ticket to be assigned, for questions (if any) to be provided back to the submitter, and between updates on a ticket’s status from the ticket recipient.
Critical change requests impact all or most of the organization and/or have potential financial, reputational, or legal ramifications. Immediate implementation is necessary to prevent severe consequences
Application CR Response
(High)
Changes Response TBD 8AM-5PM weekdays
(excluding weekends and federal holidays)
No Requirement No Requirement No Requirement
Priority = High AND
Active = True
AND
Item=Application Change
Request
*Timer starts when ticket is submitted
Priority = High AND
Active = False
AND
Item=Application Change
Request AND State !=
Cancelled
*Timer Ends when CHG is assigned
KPI is paused when ticket is with a vendor or waiting for
Ginnie Mae Approval
No Requirement
Priority != High
OR
Item!=Application Change
Request
OR State = Cancelled
The maximum length of time it will take for a ticket to be assigned, for questions (if any) to be provided back to the submitter, and between updates on a ticket’s status from the ticket recipient.
High change requests do not have immediate severe consequences, but their impact may disrupt normal operations. They have a manageable workaround but need timely attention to prevent further complications
Application CR Response
(Moderate)
Changes Response TBD 8AM-5PM weekdays
(excluding weekends and federal holidays)
No Requirement No Requirement No Requirement
Priority = Moderate AND
Active = True
AND
Item=Application Change
Request
*Timer starts when ticket is submitted
Priority = Moderate AND
Active = False
AND
Item=Application Change
Request AND State !=
Cancelled
*Timer Ends when CHG is assigned
KPI is paused when ticket is with a vendor or waiting for
Ginnie Mae Approval
No Requirement
Priority != moderate
OR
Item!=Application Change
Request
OR State = Cancelled
The maximum length of time it will take for a ticket to be assigned, for questions (if any) to be provided back to the submitter, and between updates on a ticket’s status from the ticket recipient.
Moderate change requests affect a subset of users or processes and may cause inconvenience or delays rather than complete disruptions. These change requests impact individual users or specific teams with limited repercussions on overall business performance.
Application CR Response
(Low)
Changes Response TBD 8AM-5PM weekdays
(excluding weekends and federal holidays)
No Requirement No Requirement No Requirement
Priority = Low AND
Active = True
AND
Item=Application Change
Request
*Timer starts when ticket is submitted
Priority = Low AND
Active = False
AND
Item=Application Change
Request AND State !=
Cancelled
*Timer Ends when CHG is assigned
KPI is paused when ticket is with a vendor or waiting for
Ginnie Mae Approval
No Requirement
Priority != Low
OR
Item!=Application Change
Request
OR State = Cancelled
The maximum length of time it will take for a ticket to be assigned, for questions (if any) to be provided back to the submitter, and between updates on a ticket’s status from the ticket recipient.
Low change requests have little immediate impact on business operations and do not require urgent action.
They include inconveniences that affect very few users or
12. CHG Target Resolution-App
Name Applies to (Table) Target (Respone or
Response or Approval)
Duration (hrs) Schedule Percentage of SLA Notification Target Notification Start Condition Stop Condition Pause Condition Reset Condition Cancel Condition KPI Definition Severity Definition (for reference)
Application CR Resolution
(Critical)
Changes Resolution TBD 8AM-5PM weekdays
(excluding weekends and federal holidays)
Emergency & Latent Change
Requests are 24/7
No Requirement No Requirement No Requirement Priority = Critical AND
Active = True
AND
Item=Application Change
Request
*Timer starts when ticket is assigned
Priority = Critical AND
Active = False
AND
Item=Application Change
Request AND State !=
Cancelled
*Timer ends when ticket is pushed for approvals
KPI is paused when ticket is with a vendor or waiting for
Ginnie Mae Approval
No Requirement Priority != Critical
OR
Item!=Application Change
Request
OR State = Cancelled
The maximum length of time it will take for a solution to be prepared from time of ticket assignment
Critical change requests impact all or most of the organization and/or have potential financial, reputational, or legal ramifications. Immediate implementation is necessary to prevent severe consequences
Application CR Resolution
(High)
Changes Resolution TBD 8AM-5PM weekdays
(excluding weekends and federal holidays)
No Requirement No Requirement No Requirement
Priority = High AND
Active = True
AND
Item=Application Change
Request
*Timer starts when ticket is assigned
Priority = High AND
Active = False
AND
Item=Application Change
Request AND State !=
Cancelled
*Timer ends when ticket is pushed for approvals
KPI is paused when ticket is with a vendor or waiting for
Ginnie Mae Approval
No Requirement
Priority != High
OR
Item!=Application Change
Request
OR State = Cancelled
The maximum length of time it will take for a solution to be prepared from time of ticket assignment
High change requests do not have immediate severe consequences, but their impact may disrupt normal operations. They have a manageable workaround but need timely attention to prevent further complications
Application CR Resolution
(Moderate)
Changes Resolution TBD 8AM-5PM weekdays
(excluding weekends and federal holidays)
No Requirement No Requirement No Requirement
Priority = Moderate AND
Active = True
AND
Item=Application Change
Request
*Timer starts when ticket is assigned
Priority = Moderate AND
Active = False
AND
Item=Application Change
Request AND State !=
Cancelled
*Timer ends when ticket is pushed for approvals
KPI is paused when ticket is with a vendor or waiting for
Ginnie Mae Approval
No Requirement
Priority != moderate
OR
Item!=Application Change
Request
OR State = Cancelled
The maximum length of time it will take for a solution to be prepared from time of ticket assignment
Moderate change requests affect a subset of users or processes and may cause inconvenience or delays rather than complete disruptions. These change requests impact individual users or specific teams with limited repercussions on overall business performance.
Application CR Resolution
(Low)
Changes Resolution TBD 8AM-5PM weekdays
(excluding weekends and federal holidays)
No Requirement No Requirement No Requirement
Priority = Low AND
Active = True
AND
Item=Application Change
Request
*Timer starts when ticket is assigned
Priority = Low AND
Active = False
AND
Item=Application Change
Request AND State !=
Cancelled
*Timer ends when ticket is pushed for approvals
KPI is paused when ticket is with a vendor or waiting for
Ginnie Mae Approval
No Requirement
Priority != Low
OR
Item!=Application Change
Request
OR State = Cancelled
The maximum length of time it will take for a solution to be prepared from time of ticket assignment
Low change requests have little immediate impact on business operations and do not require urgent action.
They include inconveniences that affect very few users or
11. CHG Target Approval-App
Name Applies to
(Table)
Target (Respone or
Response or Approval)
Duration (hrs) Schedule Percentage of SLA Notification Target Notification Start Condition Stop Condition Pause Condition Reset Condition Cancel Condition KPI Definition Severity Definition (for reference)
Application CR
Approval (Critical)
Changes Approval TBD 8AM-5PM weekdays
(excluding weekends and federal holidays)
Emergency & Latent
Change Requests are 24/7
No Requirement No Requirement No Requirement Priority = Critical AND
Active = True
AND
Item=Application Change
Request
*Timer starts when pushed to CIRB for approval
Priority = Critical AND
Active = False
AND
Item=Application
Change Request AND
State != Cancelled
*Timer ends when ticket is fully approved to deploy KPI is paused when ticket is with a vendor or waiting for Ginnie Mae
Approval
No Requirement Priority != Critical
OR
Item!=Application Change
Request
OR State = Cancelled
The maximum length of time it will take for a change request to be approved for implementation from time of ticket submission
Critical change requests impact all or most of the organization and/or have potential financial, reputational, or legal ramifications. Immediate implementation is necessary to prevent severe consequences
Application CR
Approval (High)
Changes Approval TBD 8AM-5PM weekdays
(excluding weekends and federal holidays)
No Requirement No Requirement No Requirement
Priority = High AND
Active = True
AND
Item=Application Change
Request
*Timer starts when pushed to CIRB for approval
Priority = High AND
Active = False
AND
Item=Application
Change Request AND
State != Cancelled
*Timer ends when ticket is fully approved to deploy
KPI is paused when ticket is with a vendor or waiting for Ginnie Mae
Approval
No Requirement
Priority != High
OR
Item!=Application Change
Request
OR State = Cancelled
The maximum length of time it will take for a change request to be approved for implementation from time of ticket submission
High change requests do not have immediate severe consequences, but their impact may disrupt normal operations. They have a manageable workaround but need timely attention to prevent further complications
Application CR
Approval
(Moderate)
Changes Approval TBD 8AM-5PM weekdays
(excluding weekends and federal holidays)
No Requirement No Requirement No Requirement
Priority = Moderate AND
Active = True
AND
Item=Application Change
Request
*Timer starts when pushed to CIRB for approval
Priority = Moderate
AND
Active = False
AND
Item=Application
Change Request AND
State != Cancelled
KPI is paused when ticket is with a vendor or waiting for Ginnie Mae
Approval
No Requirement
Priority != moderate
OR
Item!=Application Change
Request
OR State = Cancelled
The maximum length of time it will take for a change request to be approved for implementation from time of ticket submission
Moderate change requests affect a subset of users or processes and may cause inconvenience or delays rather than complete disruptions. These change requests impact individual users or specific teams with limited repercussions on overall business performance.
Application CR
Approval (Low)
Changes Approval TBD 8AM-5PM weekdays
(excluding weekends and federal holidays)
No Requirement No Requirement No Requirement
Priority = Low AND
Active = True
AND
Item=Application Change
Request
*Timer starts when pushed to CIRB for approval
Priority = Low AND
Active = False
AND
Item=Application
Change Request AND
State != Cancelled
*Timer ends when ticket is fully approved to deploy
KPI is paused when ticket is with a vendor or waiting for Ginnie Mae
Approval
No Requirement
Priority != Low
OR
Item!=Application Change
Request
OR State = Cancelled
The maximum length of time it will take for a change request to be approved for implementation from time of ticket submission
Low change requests have little immediate impact on business operations and do not require urgent action. They include inconveniences that affect very few users or minor aspects of business operations
13. INC Target Response-Infra
Name Applies to (Table) Target (Respone or
Response or Approval)
Duration (hrs) Schedule Percentage of SLA Notification Target Notification Start Condition Stop Condition Pause Condition Reset Condition Cancel Condition KPI Definition Severity Definition (for reference)
Infrastructure INC Resolution
(Critical)
Incidents Response 2 24/7 No Requirement No Requirement No Requirement Priority = Critical AND
Active = True
AND
Item=infrastructure Incident
*Start timer at incident creation
Priority = Critical AND
Active = False
AND
Item=infrastructure Incident
AND State != Cancelled
*Stop timer when INC is assigned to the resource
KPI is paused when ticket is with a vendor, pending a change, or waiting on initiator
No Requirement Priority != Critical
OR
Item!=infrastructure Incident
OR State = Cancelled
The maximum allowable time from when an incident is reported to when the incident is created, and an incident is declared.
Business Operations
Impacted: Complete outage or significant impairment of core production operations.
Large Number of End Users
Impacted: Affects 75% of users' ability to access Ginnie
Mae services to conduct daily operations. No workaround available.
Infrastructure INC Resolution
(High)
Incidents Response 8 24/7 No Requirement No Requirement No Requirement
Priority = High AND
Active = True
AND
Item=infrastructure Incident
*Start timer at incident creation
Priority = High AND
Active = False
AND
Item=infrastructure Incident
AND State != Cancelled
*Stop timer when INC is assigned to the resource
KPI is paused when ticket is with a vendor, pending a change, or waiting on initiator
No Requirement
Priority != High
OR
Item!=infrastructure Incident
OR State = Cancelled
The maximum allowable time from when an incident is reported to when the incident is created, and an incident is declared.
Production Operations
Impaired: Degraded performance or partial impairment (e.g. partial system failure)
Non-Production Operations
Impacted: Disruption of non-critical systems; disaster recovery capabilities impaired
End Users Affected: Affects
50% of end users, expedited restoration needed;
workaround provides partial relief
Infrastructure INC Resolution
(Moderate)
Incidents Response 96 24/7 No Requirement No Requirement No Requirement
Priority = Moderate AND
Active = True
AND
Item=infrastructure Incident
*Start timer at incident creation
Priority = Moderate AND
Active = False
AND
Item=infrastructure Incident
AND State != Cancelled
*Stop timer when INC is assigned to the resource
KPI is paused when ticket is with a vendor, pending a change, or waiting on initiator
No Requirement
Priority != moderate
OR
Item!=infrastructure Incident
OR State = Cancelled
The maximum allowable time from when an incident is reported to when the incident is created, and an incident is declared.
Non-Production System
Impaired: Degraded performance or functionality in non-critical systems (e.g., DEV environment goes down)
End Users Inconvenienced:
Affects 25% of end users, causing minor disruption or inconvenience
Redundancy Impaired: Non-production redundancy mechanisms is impaired (if applicable)
Infrastructure INC Resolution
(Low)
Incidents Response 192 24/7 No Requirement No Requirement No Requirement
Priority = Low AND
Active = True
AND
Item=infrastructure Incident
*Start timer at incident creation
Priority = Low AND
Active = False
AND
Item=infrastructure Incident
AND State != Cancelled
*Stop timer when INC is assigned to the resource
KPI is paused when ticket is with a vendor, pending a change, or waiting on initiator
No Requirement
Priority != Low
OR
Item!=infrastructure Incident
OR State = Cancelled
The maximum allowable time from when an incident is reported to when the incident is created, and an incident is declared.
Non-Production System
Impaired: Minimal delays in non-critical systems (e.g., backup in dev environments fail)
End Users Inconvenienced:
Affects 10% of end users, causing minor disruption or inconvenience
Redundancy Impaired:
Minimal impact on redundancy mechanisms, with no significant effect on backup or failover capabilities
14. INC Target Resolution-Infra
Name Applies to (Table) Target (Respone or
Response or Approval)
Duration (hrs) Schedule Percentage of SLA Notification Target Notification Start Condition
*Sub-KPIs below required*
1. Ownership Confirmation:
Starts timer when INC is assigned to the resource.
2. Technical Resolution:
Timer ends when the incident is resolved, and INC ticket is updated.
Stop Condition Pause Condition Reset Condition Cancel Condition KPI Definition Severity Definition (for reference)
Infrastructure INC Resolution
(Critical)
Incidents Resolution 2
24/7 No Requirement No Requirement No Requirement Priority = Critical AND
Active = True
AND
Item=infrastructure Incident
*Start timer when INC is assigned to the resource
Priority = Critical AND
Active = False
AND
Item=infrastructure Incident
AND State != Cancelled
*Timer ends when the incident is resolved, and INC ticket is updated KPI is paused when ticket is with a vendor or waiting for
Ginnie Mae Approval
No Requirement Priority != Critical
OR
Item!=infrastructure Incident
OR State = Cancelled
The maximum allowable time from when an incident is declared to when it is fully resolved, and normal operations are restored.
Business Operations
Impacted: Complete outage or significant impairment of core production operations.
Large Number of End Users
Impacted: Affects 75% of users' ability to access Ginnie
Mae services to conduct daily operations. No workaround available.
Infrastructure INC Resolution
(High)
Incidents Resolution 4
24/7 No Requirement No Requirement No Requirement
Priority = High AND
Active = True
AND
Item=infrastructure Incident
*Start timer when INC is assigned to the resource
Priority = High AND
Active = False
AND
Item=infrastructure Incident
AND State != Cancelled
*Timer ends when the incident is resolved, and INC ticket is updated
KPI is paused when ticket is with a vendor or waiting for
Ginnie Mae Approval
No Requirement
Priority != High
OR
Item!=infrastructure Incident
OR State = Cancelled
The maximum allowable time from when an incident is declared to when it is fully resolved, and normal operations are restored.
Production Operations
Impaired: Degraded performance or partial impairment (e.g. partial system failure)
Non-Production Operations
Impacted: Disruption of non-critical systems; disaster recovery capabilities impaired
End Users Affected: Affects
50% of end users, expedited restoration needed;
workaround provides partial relief
In…
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