Number:  CIM017
Creation Date:  2019-03-07
Category:  Incident Management
Effective Date:  2019-03-07
Type:  Procedures
Last Reviewed:  2020-07-31
Version:  2.00
Scheduled Review Date: 2020-09-01
Security Classification:  Public
Status:  Approved


The purpose of this document is to guide the GoA Service Desk (SD) and support teams on how to handle a request to negotiate the completion of an ITSM Incident or User Service Request (CRQ) before exceeding the timeframe of a Service Level Agreement (SLA).

Keywords: expedite, incident expedite, request expedite, incident management