Difference between revisions of "Corporate 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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| + | [[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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{{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;"> | ||
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== Related Articles == | == Related Articles == | ||
| − | :* [[ | + | :* [[Structure_Service_Level_Management|Overview of the Service Level Management Structure]] |
| + | :* [[Service Level Rules Builder]] | ||
:* [[Service Level Agreements]] | :* [[Service Level Agreements]] | ||
:* [[Escalation Actions]] | :* [[Escalation Actions]] | ||
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2) You place "1" in the field representing "days". | 2) You place "1" in the field representing "days". | ||
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| − | 3) | + | 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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4) You place "23" in the field representing "hours". | 4) You place "23" in the field representing "hours". | ||
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| − | Therefore the | + | 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 === | === 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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| − | ==[[Service Level Rules Builder|Managing Rules]]== | + | ==[[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]]''' | 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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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. | ||
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| − | + | --> | |
| − | [[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.
