Service Level Rules Builder

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Introduction

Once you have created a Service Level Agreement, you may have a requirement for one or more Service Levels and Service Level Targets to be available. When more than one Service Levels have been defined within your Service Level Agreement, the Manage Rules tab will become enabled. This will allow you to configure your rules or logic for when each of the Service Levels should be invoked when a request is raised against a Service where this Service Level Agreement has been assigned.

Adding Rules

Click on the New Rule button

• Name - The Name of the Rule
• Service Level - The Service level 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 to be invoked.
• Any - Configure one or multiple conditions where Any of the the conditions can match in addition to any All must match conditions in order for the rule to be met and the defined Service Level to be invoked.

It is possible to define multiple rules per Service Level Agreement, the system logic will start by evaluating the first rule in the list looking for a match, and will work through the defined rules thereafter until the first rules match is found.