Corporate Service Level Agreements

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Introduction

The Corporate Service Level Agreements allow you to define a combination of Service Levels and Service Level Targets which can be used across multiple services that share the same service level requirements. Where a Service Desk offers a standard set of Service Levels across all of its services, using Corporate Service Level Agreements can centralize the management of these Service Levels into one place rather than on a service by service basis.

Details

The following SLA Details are required when first creating a new SLA and are available within the SLA form.

• Name

The name of the Service Level Agreement will be used to fine and link to Services and will be visible on the requests that they are associated to. As an unlimited number of SLAs can be created so it is important to provide a name that is descriptive enough to reflect its use.

• Description - Define the purpose of the SLA and what it covers. This description may be used to help in the selection of a the SLA.
• Working Time Calendar - This is the defined work hours for the Service Desk that that is responsible for fulfilling the Service Level Agreement. A Working Time Calendar includes the timezone, days of the week, hours within each day, and exclusion days such as holidays. The calculation of Service Level Targets will be based on the selected Working Time Calendar.

Service Levels

One or more Service Levels can be defined for each Service. Each Service Level contains configurable Service Level Targets and their associated automated escalations.

Select New Service Level from under the Configuration tab to add a Service Level to this SLA.

• Name - Define what the SL will be referred to as, and how it will appear - For Example Gold, P1, High
• Description - Define the purpose of the SL and what it covers

Select Create to add the SL to the SLA.

Service Level Targets

Once you have a SL created, you can highlight it from the list of SL's in order to configure it's specific Service Level Targets.

• Note - Service Level's can be created with No Service Level Targets should you wish to operate with Service Levels but no linked time based targets.

• Select Add Target and choose if you want to add a Response or Resolution target to this Service Level

• Response Target - Typically the time between a ticket being raised and first being responded too
• Resolution Target - Typically the time between the ticket being raised and a resolution being achieved

• Choose the Target Time in Days, Hours and Minutes.

• Select Create to add the Service Level Target to your Service Level

If you wish to add a second Service Level Target to your Service Level, repeat the above steps, choosing the remaining Service Level Target Option.

Escalation Actions

Against each Service Level Target you can configure escalation actions which will get automatically invoked should the Service Level still be active at defined time intervals before and or after the specific Target of the Service Level.

• Read more here about configuring Escalation Actions

Managing Rules

• If you create more than one Service Level for any of your SLA's, you will enable the Manage Rules tab. This will allow you to configure rules to manage when the different Service Levels of your SLA should be used. Learn more about configuring rules for your Service Level Agreement here

Linked Services

When a Corporate Service Level Agreement is first created it will not be available to be used until it is associated to one or more of the Services you offer. In order to associate it to a Service, visit a Service record > SLA's tab > and use the Link button to associate the Corporate SLA. Once the Corporate SLA is associated to one or more Services, you will be able to see which Services it is linked to from this tab.