Difference between revisions of "Service Level Agreements"

Revision as of 21:52, 13 November 2017

Home > Service Manager > Services > Service Details > SLAs

Introduction

Here you can either link Corporate Service Level Agreements or create Service based Service Level Agreements that are specific to just this Service

Configuration

Linking Corporate SLAs
New Service Level Agreement
- Name
- Description
- Working Time Calendar
- Service Levels
- Service Level Targets

Manage Rules

Once you have created or associated more than one Service Level Agreement to a service, the selection of the SLA can be automated based on configurable rules. When more than one Service Level has been defined within your Service, the Manage Rules tab will become enabled.

Adding Rules

Click on the New Rule button

Name - The Name of the Rule
Service Level Agreement - The Service level Agreement which you would like to be invoked should the conditions of this rule be met
All - Configure one or multiple conditions which All must match in order for the rule to be met and the defined Service Level Agreement to be invoked.
Any - Configure one or multiple conditions where Any of the the conditions can match, in addition too any All must match conditions in order for the rule to be met and the defined Service Level Agreement to be invoked.

Configuring Rule Conditions

Click on the Add Condition button
Choose one of the available Condition parameters
Choose if the Condition for the parameter is looking for a match on Is or Is not
Add one or more values against the Condition parameter

Repeat the above for any additional Conditions you wish to set against the Rule, and click on Create when finished configuring the conditions for the Rule.

Managing the Order Rules are Evaluated

It is possible to define multiple rules per Service. When a request is raised using the Service the system logic will start by evaluating the first rule in the list looking for a match, if no match is found with the first rule, it will evaluate the remaining rules in list order until the first rules match is found.

Reorder the rules in the list by using the up and down arrows which will be visible once more than one Rule has been configured against the Service.
If no rules are matched, then No Service Level Agreement will be used or invoked on the request
If no rules have been configured, the first Service Level Agreement in the list of Service Level Agreements linked to the Service will be used.

Editing and Deleting Rules

Click on the Rule in the list you wish to edit or delete.
Add, Amend or Remove Conditions of the Rule and Click Save to apply the edit
Click Delete to Delete the Rule from the Service

@@ Line 1: / Line 1: @@
 <div style="border:1px solid #90C0FF; background:#D0E0FF; width:99%; padding:4px; margin-bottom:10px;">
-__NOTOC__
+__NOTOC__[[Main Page|Home]] > [[Service Manager]]  > [[Services]] > [[Service Details]] > SLAs
-{| style="width:100%"
-|[[Main Page|Home]] > [[Service Manager]]  > [[Services]] > [[Service Details]] > Service Level Agreements
-|style="text-align:right;"|[[:Category:Service_Manager|Index]]
-|}
 </div>
 {|style="width: 100%"
@@ Line 10: / Line 6: @@
 |style="width:73%"|
 ==Introduction==
-The use of Service Level Agreements can be a requirement to assure an agreed level of support is provided to the customers that are subscribed to a service.  Within each Service you can either define a unique Service Level Agreement that is particular to the service or you can associate the Service to a Corporate Service Level Agreement which can be shared across multiple Services.  For each Service Level Agreement you can configure Service Levels along with Service Level Targets and automated escalation actions.
+Here you can either link Corporate Service Level Agreements or create Service based Service Level Agreements that are specific to just this Service
 |style="width:5%"|
 |
@@ Line 16: / Line 12: @@
 == Related Articles ==
+:* [[Service_Details|Service Details]]
 :* [[Corporate_Service_Level_Agreements|Corporate Service Level Agreements]]
+:* [[Linking_Service_Level_Agreements_to_Services|Linking Corporate Service Level Agreements to Services]]
 :* [[Service_Level_Agreement_Rules_Builder|Service Level Agreement Rules Builder]]
-:* [[Working Time Calendars]]
 |}
 == Configuration ==
-Under the ''Configuration'' tab you have the option of either linking to an existing Corporate Service Level Agreement or you can create a Service Level Agreement that is specific to this Service.
+* [[Linking_Service_Level_Agreements_to_Services|Linking Corporate SLAs]]
+* New Service Level Agreement
+** Name
+** Description
+** Working Time Calendar
+** Service Levels
+** Service Level Targets
-=== Linking Corporate Service Level Agreements ===
+== [[Service Level Agreement Rules Builder|Manage Rules]] ==
-A service can link to one or more existing [[Corporate Service Level Agreements]].  Corporate Service Level Agreements can be shared with multiple services.  Linked Corporate Service Level Agreements can not be edited from within a Service as this may have consequences to other linked Services.
+Once you have created or associated more than one Service Level Agreement to a service, the selection of the SLA can be automated based on configurable rules. When more than one Service Level has been defined within your Service, the '''Manage Rules''' tab will become enabled.
-:* '''Search'''
-:: Type in the name of the [[Corporate Service Level Agreements|Corporate Service Level Agreement]] that you with to link with this service.  Once located, click on the ''Link'' button to add the Corporate Service Level Agreement to the Service.
-=== New Service Level Agreement ===
-A Service Level Agreement that is specific to this service can be created using the '' + New Service Level Agreement'' button.
-:* '''Name'''
-:: The ''Name'' provides visibility of this Service Level Agreement and can be used from within the Service, BPM Operations, Reports, and other areas.
-:* '''Description'''
-:: Provide a descriptions to allow other users that have access to the Service to have an understanding of the use of the Service Level Agreement
-:* '''Working Time Calendar'''
-:: The ''[[Working Time Calendars|Working Time Calendar]]'' will indicate the working periods that that the team(s) that support the service are available.  The selected calendar will be used to calculate target times for the Service Levels that come under this Service Level Agreement
-:* '''Service Levels'''
-:: This option is only available once the Service Level Agreement has been created. Service Levels can be added which than allow Service Level Targets and automated escalation actions to be defined
-== Manage Rules ==
-Once you have created or associated more than one Service Level Agreement to a service, the selection of the SLA can be automated based on configurable rules. When more than one Service Level has been defined within your Service, the ''Manage Rules'' tab will become enabled.
 ===Adding Rules===
-Click on the '''New Rule''' button to create and add a new rule to invoke the correct SLA
+Click on the '''New Rule''' button
-:* '''Name'''
+* '''Name''' - The Name of the Rule
-:: Add a name to the rule that will allow it to be easily identified in the list of rules
+* '''Service Level Agreement''' - The Service level Agreement which you would like to be invoked should the conditions of this rule be met
-:* '''Service Level Agreement'''
+* '''All''' - Configure one or multiple conditions which '''All''' must match in order for the rule to be met and the defined Service Level Agreement to be invoked.
-:: Select the Service level Agreement which you would like to be invoked should the conditions of this rule be met
+* '''Any''' - Configure one or multiple conditions where '''Any''' of the the conditions can match, in addition too any '''All''' must match conditions in order for the rule to be met and the defined Service Level Agreement to be invoked.
-:* '''All''' ''of these conditions must match''
-:: Configure one or multiple conditions which '''All''' must match in order for the rule to be met and the defined Service Level Agreement to be invoked.
-:* '''Any''' ''of these conditions must match''
-:: Configure one or multiple conditions where '''Any''' of the the conditions can match, in addition too any '''All''' must match conditions in order for the rule to be met and the defined Service Level Agreement to be invoked.
 ===Configuring Rule Conditions===
-An extensive condition builder is available to determine which SLA should be invoked under these conditions.
-# Click on the '''Add Condition''' button
+* Click on the '''Add Condition''' button
-# Choose one of the available Condition parameters
+* Choose one of the available Condition parameters
-# Choose if the Condition for the parameter is looking for a match on '''Is''' or '''Is not'''
+* Choose if the Condition for the parameter is looking for a match on '''Is''' or '''Is not'''
-# Add one or more values against the Condition parameter
+* Add one or more values against the Condition parameter
 Repeat the above for any additional Conditions you wish to set against the Rule, and click on '''Create''' when finished configuring the conditions for the Rule.
@@ Line 68: / Line 50: @@
 ===Managing the Order Rules are Evaluated===
-It is possible to define multiple rules per Service. When a request is raised using the Service the system logic will start by evaluating the first rule in the list looking for a match, if no match is found with the first rule,  it will evaluate the remaining rules in list order until the a rule match is found.
+It is possible to define multiple rules per Service. When a request is raised using the Service the system logic will start by evaluating the first rule in the list looking for a match, if no match is found with the first rule,  it will evaluate the remaining rules in list order until the first rules match is found.
-:* Reorder the rules in the list by using the up and down arrows which will be visible once more than one Rule has been configured against the Service.
+* Reorder the rules in the list by using the up and down arrows which will be visible once more than one Rule has been configured against the Service.
-:* If no rules are matched, then '''No''' Service Level Agreement will be used or invoked on the request
+* If no rules are matched, then '''No''' Service Level Agreement will be used or invoked on the request
-:* If no rules have been configured, the first Service Level Agreement in the list of Service Level Agreements linked to the Service will be used.
+* If no rules have been configured, the first Service Level Agreement in the list of Service Level Agreements linked to the Service will be used.
 ===Editing and Deleting Rules===
-:* Click on the Rule in the list you wish to edit or delete.
+* Click on the Rule in the list you wish to edit or delete.
-:* Add, Amend or Remove Conditions of the Rule and Click '''Save''' to apply the edit
+* Add, Amend or Remove Conditions of the Rule and Click '''Save''' to apply the edit
-:* Click '''Delete''' to Delete the Rule from the Service
+* Click '''Delete''' to Delete the Rule from the Service
 [[Category:Service Manager]]