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 Corporate meaning they can be used and associated across multiple services, and the requests raised against different services.
• SLA's can be Service Specific which are unique 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 Corporate 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.

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 Corporate Service Level Agreements

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.

Linking Service Levels Agreements to Services

As detailed above it is possible to define both Corporate and Service Specific Service Level Agreements. You have the option to link Corporate Service Level Agreements to a Service, and or configure Service Level Agreements which are specific to a single Service. It is possible to create and or link multiple Service Level Agreements to individual Services, and then use rules to define when each one is invoked or used for different requests logged against the service.