Corporate Service Level Agreements

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Introduction

The Service Level Agreements (SLA's) allow you to define a combination of Service Levels and Service Level Targets which can be used when the SLA is invoked against a request in Service Manager.

• SLA's can be Global meaning they can be used and associated across multiple services, and the requests raised against different services.
• SLA's can also be Service Specific SLA's, and these can only be configured within each Service Record where they will be used, and will only be invoked against requests raised against that specific service
• It is also 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.

Service Specific Service Level Agreements

These can be created only from the Service Record against which they will be used. They can be created under the SLA tab on each Service Records Form.

Global Service Level Agreements

These can be created in the same way as a Service Specific Service Level Agreement, but with the difference being they can be linked to, and used across multiple Services. Once a Global Service Level has been created, it can be linked to different Services, from the Services form and SLA tab of each Service.

Adding A New Service Level Agreement (SLA)

Choose the Add New Service Level Agreement button and complete the mandatory questions

• 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.
• Description - Define the purpose of the SLA and what it covers
• 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.

• Note - It is possible to configure multiple Work Calendars in the Admin Console > Home > System > Work Calendars

Select Create to add the new SLA.

Adding Service Level's to a Service Level Agreement (SLA)

Once you have defined a SLA, you can add one or multiple Service Levels and their associated Service Level Targets to it.

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.

Associating Service Level Targets to your Service Level (SL)

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.

Adding 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 In Service Level Agreements

• 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

Services using this Service Level Agreement

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.