Difference between revisions of "Corporate Service Level Agreements"

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__NOTOC__[[Main Page|Home]] > [[Service Manager]] > [[Services]] > Service Level Agreements
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This document can now be found at its new location in the [https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/service-level-agreements/overview/ Hornbill Document Library].
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== Introduction ==
 
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The Service Level Agreements or SLAs allow you to define a combination of Service Levels and Service Level Targets which will be invoked when the SLA is invoked against a request in Service Manager. SLA's can be defined here as '''Global''' and can be associated across multiple services, and requests raised against each service. In addition it is possible to configure Service Specific SLA's from within each Service Record.  
 
  
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* It is possible to associate both '''Global''' and '''Service''' specific SLA's to a single Service, you can then use the '''Manage Rules''' options on the Service record to define which SLA and which of it's Service Levels should be used in different circumstances.
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[[file:hornbill-document-library.png|Shared Service Level Agreements|link=https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/service-level-agreements/overview/]]
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<!--
  
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===Adding A New Service Level Agreement (SLA)===
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{{DISPLAYTITLE:Corporate Service Level Agreements}}
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<div style="border:1px solid #90C0FF; background:#D0E0FF; width:99%; padding:4px; margin-bottom:10px;">
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Choose the '''Add New Service Level Agreement''' button and complete the mandatory questions
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__NOTOC__[[Main Page|Home]] > [[Service Manager]] > [[Service Portfolio]] > Corporate Service Level Agreements
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</div>
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* '''Name''' - Define what the SLA will be referred to as, and how it will appear, remember that the SLA will act as a container for one or more Service Levels and their specific Service Level Targets.
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{|style="width: 100%"
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* '''Description''' - Define the purpose of the SLA and what it covers
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|- valign="top"
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* '''Work Calendars''' - Choose which calendar the SLA will be based on. The chosen Work calendar can be configured to operate in a specific timezone, with definable Operational Hours, and Holiday Exclusions. 
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|style="width:73%"|
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::* Note - It is possible to configure multiple Work Calendars in the Admin Console > Home > System > Work Calendars
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== Introduction ==
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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.
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Select '''Create''' to add the new SLA.
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|style="width:5%"|
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|
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===Adding Service Level's to a Service Level Agreement (SLA)===
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|style="width:22%; border-style: solid; border-width: 1px; border-color:#e6e6e6; background-color:#f2f2f2;"|
  
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Once you have defined a SLA, you can add one or multiple Service Levels and their associated Service Level Targets to it.
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== Related Articles ==
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:* [[Structure_Service_Level_Management|Overview of the Service Level Management Structure]]
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:* [[Service Level Rules Builder]]
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:* [[Service Level Agreements]]
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:* [[Escalation Actions]]
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:* [[Request Settings]]
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|}
  
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Select '''New Service Level''' from under the '''Configuration''' tab to add a Service Level to this SLA.
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{{#ev:youtube|9g-0wKkyCsQ|300|right}}
  
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* '''Name''' - Define what the SL will be referred to as, and how it will appear - For Example Gold, P1, High
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== Details ==
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* '''Description''' - Define the purpose of the SL and what it covers
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The following SLA Details are required when first creating a new SLA and are available within the SLA form.
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* '''Name'''  
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: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.
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* '''Description'''  
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:Define the purpose of the SLA and what it covers.  This description may be used to help in the selection of a the SLA.
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* '''[[Working Time Calendars|Working Time Calendar]]'''
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: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.
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<br>
  
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Select '''Create''' to add the SL to the SLA.
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== Service Levels ==
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One or more Service Levels can be defined for each Service Level Agreement.  Each Service Level contains configurable Service Level Targets and their associated automated escalations. Service Levels are required if you need to automate and track targets such as response and resolution targets.
  
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===Associating Service Level Targets to your Service Level (SL)===
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*'''Name'''
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:The name of the Service Level will be displayed along with the SLA on a request that it is assocaited to.  This is used to help a support person understand the Service Level that they need to adhear to.  An example of a common naming convention for Service Levels is ''Bronze, Silver, and Gold''.
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* '''Description'''
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:Define the purpose of the SL and what it covers.  This can be used by Service Desk Staff when changing an applied Service Level against a request.
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<br>
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=== Service Level Targets ===
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Service Level Targets allow you to define the timing for your response and resolution targets.  Providing these targets is optional, however using these is an important part of keeping track of the performance provided by the service desk.  Both the response and resolution targets are calculated against the selected Working Hours Calendar. By selecting any of the existing Service Levels you will be able to manage the associated targets for that Service Level.
  
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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.
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====Target Types====
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::* 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.  
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* '''Response Target'''
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:The time in which a response to a new request needs to be made.
  
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* Select '''Add Target''' and choose if you want to add a Response or Resolution target to this Service Level
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* '''Resolution Target'''
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:The time in which a suitable resolution to a request has been completed and a normal level of service provided.
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<br>
  
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:* '''Response Target''' - Typically the time between a ticket being raised and first being responded too
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====Service Level Target Calculation====
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:* '''Resolution Target''' - Typically the time between the ticket being raised and a resolution being achieved
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The service level targets that you add to Hornbill relate to the working hours defined in the working time calendar specified against the SLA. This means that some calculation is required to ensure the targets you set represent the correct number of calendar days that you are advertising to your customers.
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<br>
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<br>
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'''Example:'''
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<br>
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If you have a target that you advertise as 5 calendar days, you need to determine what this equates to in days, hours, and minutes in relation to the hours defined in your Working time calendar.
  
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* Choose the Target Time in Days, Hours and Minutes.
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1) Begin by multiplying your target (in calendar days) by the working hours set in your working time calendar (your working day) i.e. 5 x 9.5. Now divide the result of that by 24 (i.e. (47.5)/24) which gives your Hornbill target in days (i.e. = 1.98 days).
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<br>
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* Select '''Create''' to add the Service Level Target to your Service Level
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2) You place "1" in the field representing "days".
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<br>
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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.
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3) It's then a case of working out what .98 of a day is in hours – which in this case would be 24 x 0.98 = 23.52 hours.
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<br>
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===Adding Escalation Actions===
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4) You place "23" in the field representing "hours".
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<br>
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5) Finally, we then need to get the minutes from our answer of 23.52. Therefore, 0.52 of an hour is 31.2 minutes (i.e. 60 x 0.52 = 31.2 minutes).
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6) You place "31" in the field representing "minutes".
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Therefore the target of 5 calendar days based on a 9.5 hour working day equates to 1 day, 23 hours, 31 minutes.
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More details of this along with some useful tools can be found in this FAQ article '''[https://community.hornbill.com/topic/13775-setup-and-configure-timers-in-service-manager/ Setup and Configure Timers in Service Manager]'''
  
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=== 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.
 
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.
  
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===Managing Rules===
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* Read more here about configuring '''[[Escalation Actions]]'''
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<br><br>
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* 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 '''[[Service Level Agreement Rules Builder|here]]'''
 
  
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===Services using this Service Level Agreement===
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==[[Service Level Rules Builder|Managing Service Level Rules]]==
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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 '''[[Service Level Rules Builder|here]]'''
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<br><br>
  
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When a 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 SLA.  Once the SLA is associated to one or more '''Services''', you will be able to see which '''Services''' it is linked to from this tab.
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== Linked Services ==
  
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[[Category:Service Manager]]
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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.
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<br><br>
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-->
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[[Category:HDOC]][[Category:Videos]]

Latest revision as of 23:41, 8 April 2024

This document can now be found at its new location in the Hornbill Document Library.

Shared Service Level Agreements

Retrieved from "https://wiki.hornbill.com/index.php?title=Corporate_Service_Level_Agreements&oldid=32078"