Where should you configure the service level for a help desk ticket response requirement?

Configuring the service level for a help desk ticket response requirement at the step level is essential because it directly ties the service level agreement (SLA) to specific actions within the process. By assigning the SLA to a particular step, you ensure that the response requirements are consistently applied and monitored at that crucial point in the workflow where timely action is required.

This approach allows for a more granular control over the service levels, enabling your team to measure performance and compliance specifically related to the completion of that step. It aligns with best practices in process design by making sure that the responsiveness of the system is clearly defined for every key part of the case process.

Placing the service level at the case type or workflow levels would mean the SLA applies broadly to all instances or steps, which may not provide the necessary specificity for individual ticket handling. The data model is not suitable for this since it focuses on the structure and organization of data rather than process execution and timing.