Defect Defect Defect Within 30 Within 2 hours at minutes at all all times times Critical Classified as P2 Classified as P3 Defect Defect Defect Within 2 hours Within 12 hours on at all times ServiceNow business days, excluding holidays Classified as P3 Classified as P4 Defect Defect Defect Within 12 hours Within 24 hours on on ServiceNow ServiceNow business days, business days, excluding excluding holidays holidays Additional Information Other No target initial No target initial response time response time The Commonwealth’s IT Service Management tool is ServiceNow. This service offering is Software as a Service.
Defect Defect Within 30 minutes at all times Defect Within 2 hours at all times Critical Defect Classified as P2 Defect Within 2 hours at all times Classified as P3 Defect Within 12 hours on ServiceNow business days, excluding holidays Defect Classified as P3 Defect Within 12 hours on ServiceNow business days, excluding holidays Classified as P4 Defect Within 24 hours on ServiceNow business days, excluding holidays Other No target initial response time No target initial response time Additional Information The Commonwealth’s IT Service Management tool is ServiceNow. This service offering is Software as a Service.
OA-OIT-Service-Catalog.docx