PHASE 03 // IMPLEMENT

recfo@implement:~/runbooks/s5-06
recfo@implement:~/runbooks/s5-06 $ cat README.md
S5-06 · Optimize Usage & Cost · Usage Optimization

Configure Ticket Assignment & SLAs

Why

A ticket without an owner and deadline is a suggestion. Assigned tickets with SLAs drive accountability and measurable progress.

What

Configure ticket assignment rules and SLAs in your ITSM tool for optimisation tickets.

How

Define SLAs

SLATarget
AcknowledgeWithin 5 business days
ImplementWithin 30 days
Verify savings30 days post-implementation

Configure Assignment Rules

Route tickets to the team that owns the affected resource (using the owner tag or account-to-team mapping). If no owner can be determined, route to the FinOps practitioner for manual assignment.

Deliverable Checklist

  • SLAs defined and configured in ITSM
  • Auto-assignment rules configured (tag-based routing)
  • Escalation path defined for SLA breaches