Difference between revisions of "Service Levels"
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The Resolution Target is used to set a point in time that a resolution needs to be put in place. | The Resolution Target is used to set a point in time that a resolution needs to be put in place. | ||
| − | === Target Time === | + | ==== Target Time ==== |
Each Target requires a time frame that is specified in Days, Hours, and Minutes. It is very important to be aware that the allocated time frames are calculated using the ''Working Time Calendar'' that was set on the Service Level Agreement. For example, selecting 1 Day is equal to 24 hours, and if the Working Time Calendar specifies 8 hour work days, the 1 Day would equate to 3 working days. | Each Target requires a time frame that is specified in Days, Hours, and Minutes. It is very important to be aware that the allocated time frames are calculated using the ''Working Time Calendar'' that was set on the Service Level Agreement. For example, selecting 1 Day is equal to 24 hours, and if the Working Time Calendar specifies 8 hour work days, the 1 Day would equate to 3 working days. | ||
== Manage Rules == | == Manage Rules == | ||
For each Service Level Agreement you are able to configure one or more Service Levels. Once more than one Service Level has been define the ''Manage Rules'' tab is displayed. | For each Service Level Agreement you are able to configure one or more Service Levels. Once more than one Service Level has been define the ''Manage Rules'' tab is displayed. | ||
Revision as of 04:19, 10 January 2018
| Home > Service Manager > Services > Service Details > Service Level Agreements > Service Levels | Index |
IntroductionThe use of Service Levels on a Service Level Agreement allows you to define one or more levels of support that will be available for the Service Level Agreement. Naming conventions will commonly follow titles such as Gold, Silver, and Bronze. Each Service Level allows you to define targets that are applied to requests that are used by Service staff to achieve time based goals. |
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Configuration
Under the Configuration Tab you have the option to add one or more Service Levels.
New Service Level
A Service Level for this Service Level Agreement can be created using the + New Service Level button.
- Name
- This is the name that describes the Service Level. Commonly, naming such as Gold, Silver, and Bronze are used. This name will be used when adding Service Level rules so it is helpful to have the name provide some meaning to describe the Service Level to make it easy for selection.
- Description
- Provide a description to allow other users that have access to the Service to have an understanding of the use of the Service Level.
Targets
Once a Service Level has been created you can then define targets that will be applied to a request and made as visible targets to be reached on each request. The targets are time based and will use the Working Time Calendar that is set against the Service Level Agreement. The available targets are optional. You can have no targets, one target, or all targets.
Response Target
The Response Target is commonly used for setting a target time for a when a request is first looked at and assessed. Response Targets work best with with requests that have been raised through self service or raised automatically using the Email Routing Rules.
Resolution Target
The Resolution Target is used to set a point in time that a resolution needs to be put in place.
Target Time
Each Target requires a time frame that is specified in Days, Hours, and Minutes. It is very important to be aware that the allocated time frames are calculated using the Working Time Calendar that was set on the Service Level Agreement. For example, selecting 1 Day is equal to 24 hours, and if the Working Time Calendar specifies 8 hour work days, the 1 Day would equate to 3 working days.
Manage Rules
For each Service Level Agreement you are able to configure one or more Service Levels. Once more than one Service Level has been define the Manage Rules tab is displayed.