Difference between revisions of "Corporate Service Level Agreements"
Jump to navigation
Jump to search
| (18 intermediate revisions by 4 users not shown) | |||
| Line 1: | Line 1: | ||
| + | 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]. | ||
| + | |||
| + | [[file:hornbill-document-library.png|Shared Service Level Agreements|link=https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/service-level-agreements/overview/]] | ||
| + | <!-- | ||
| + | |||
{{DISPLAYTITLE:Corporate Service Level Agreements}} | {{DISPLAYTITLE:Corporate Service Level Agreements}} | ||
<div style="border:1px solid #90C0FF; background:#D0E0FF; width:99%; padding:4px; margin-bottom:10px;"> | <div style="border:1px solid #90C0FF; background:#D0E0FF; width:99%; padding:4px; margin-bottom:10px;"> | ||
| − | __NOTOC__[[Main Page|Home]] > [[Service Manager]] > [[ | + | __NOTOC__[[Main Page|Home]] > [[Service Manager]] > [[Service Portfolio]] > Corporate Service Level Agreements |
</div> | </div> | ||
{|style="width: 100%" | {|style="width: 100%" | ||
| Line 13: | Line 18: | ||
== Related Articles == | == Related Articles == | ||
| − | :* [[ | + | :* [[Structure_Service_Level_Management|Overview of the Service Level Management Structure]] |
| − | :* [[Service | + | :* [[Service Level Rules Builder]] |
| + | :* [[Service Level Agreements]] | ||
| + | :* [[Escalation Actions]] | ||
| + | :* [[Request Settings]] | ||
|} | |} | ||
| Line 47: | Line 55: | ||
:The time in which a suitable resolution to a request has been completed and a normal level of service provided. | :The time in which a suitable resolution to a request has been completed and a normal level of service provided. | ||
<br> | <br> | ||
| + | |||
| + | ====Service Level Target Calculation==== | ||
| + | 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. | ||
| + | <br> | ||
| + | <br> | ||
| + | '''Example:''' | ||
| + | <br> | ||
| + | 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. | ||
| + | |||
| + | 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). | ||
| + | <br> | ||
| + | 2) You place "1" in the field representing "days". | ||
| + | <br> | ||
| + | 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. | ||
| + | <br> | ||
| + | 4) You place "23" in the field representing "hours". | ||
| + | <br> | ||
| + | 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). | ||
| + | <br> | ||
| + | 6) You place "31" in the field representing "minutes". | ||
| + | <br> | ||
| + | <br> | ||
| + | Therefore the target of 5 calendar days based on a 9.5 hour working day equates to 1 day, 23 hours, 31 minutes. | ||
| + | <br> | ||
| + | <br> | ||
| + | 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]''' | ||
| + | |||
=== Escalation Actions === | === 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. | ||
| Line 53: | Line 88: | ||
<br><br> | <br><br> | ||
| − | ==[[Service Level | + | ==[[Service Level Rules Builder|Managing Service Level 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 '''[[Service Level Rules Builder|here]]''' | |
<br><br> | <br><br> | ||
| Line 61: | Line 96: | ||
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. | 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. | ||
<br><br> | <br><br> | ||
| − | + | --> | |
| − | [[Category: | + | [[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.
