Difference between revisions of "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/services/service-level-agreements/ Hornbill Document Library]. | ||
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| + | [[file:hornbill-document-library.png|Service Level Agreements|link=https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/services/service-level-agreements/]] | ||
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__NOTOC__ | __NOTOC__ | ||
{| style="width:100%" | {| style="width:100%" | ||
| − | |[[Main Page|Home]] > [[Service Manager]] > [[ | + | |[[Main Page|Home]] > [[Service Manager]] > [[Service Portfolio]] > [[Service Details]] > Service Level Agreements |
|style="text-align:right;"|[[:Category:Service_Manager|Index]] | |style="text-align:right;"|[[:Category:Service_Manager|Index]] | ||
|} | |} | ||
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== Related Articles == | == Related Articles == | ||
:* [[Corporate_Service_Level_Agreements|Corporate Service Level Agreements]] | :* [[Corporate_Service_Level_Agreements|Corporate Service Level Agreements]] | ||
| − | :* [[ | + | :* [[Service Level Rules Builder |Manage Rules for Service Levels]] |
:* [[Working Time Calendars]] | :* [[Working Time Calendars]] | ||
| + | :* [[Service Levels]] | ||
|} | |} | ||
== Configuration == | == Configuration == | ||
| + | {{#ev:youtube|gcLuDK3L_GY|400|right}} | ||
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. | 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. | ||
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:* '''Working Time Calendar''' | :* '''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 | :: 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''' | + | :* '''[[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 | + | :: 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. ''[[Service Levels|Read more...]]'' |
== Manage Rules == | == 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 | + | [[File:serviceslarules.png|right|350px|link=https://wiki.hornbill.com/images/e/e1/Serviceslarules.png]] |
| − | + | 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 Agreement has been defined within your Service, the ''Manage Rules'' tab will become enabled. | |
| − | |||
===Adding Rules=== | ===Adding Rules=== | ||
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===Configuring Rule Conditions=== | ===Configuring Rule Conditions=== | ||
An extensive condition builder is available to determine which SLA should be invoked under these conditions. | An extensive condition builder is available to determine which SLA should be invoked under these 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. | 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. | ||
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:* Click '''Delete''' to Delete the Rule from the Service | :* Click '''Delete''' to Delete the Rule from the Service | ||
| − | [[Category: | + | === When are SLA Rules Evaluated? === |
| + | :* '''BPM Start Response or Start Resolution Timer''' | ||
| + | :: When a request is following a BPM Workflow that contains either of the Timer operations for ''Start Response Timer'' or ''Start Resolution Timer'' and these nodes are reached, the SLA rules will be evaluated and a SLA selected. | ||
| + | :* '''BPM Request Update''' | ||
| + | :: As part of your BPM workflow you can request an update to the Service Level Agreement at set points. This is done as part of the Update Request operation when you select ''Service Level'' | ||
| + | :* '''Manually on a request''' | ||
| + | :: On a request you can select the listed SLA and View the available Service Level Agreements for this request. | ||
| + | :* '''Automatically on Manual Update''' | ||
| + | :: The setting '''''guest.app.view.ITSM.serviceDesk.slm.enableAutomatedSLChanges''''' can be enabled to provide automated changes to the Service Level Agreements when a request is updated by a user and one of the following has been changed. | ||
| + | :::* Customer | ||
| + | :::* Company | ||
| + | :::* Team | ||
| + | :::* Site | ||
| + | :::* Priority | ||
| + | :::* Category | ||
| + | --> | ||
| + | [[Category:HDOC]][[Category:Videos]] | ||
Latest revision as of 23:44, 8 April 2024
This document can now be found at its new location in the Hornbill Document Library.
