Difference between revisions of "Service Levels"

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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/service-level-agreements/service-levels Hornbill Document Library].
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[[file:hornbill-document-library.png|Service Levels|link=https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/service-level-agreements/service-levels]]
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{| style="width:100%"
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|[[Main Page|Home]] > [[Service Manager]]  > [[Services]] > [[Service Details]] > [[Service Level Agreements]] > Service Levels
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|[[Main Page|Home]] > [[Service Manager]]  > [[Service Portfolio]] > [[Service Details]] > [[Service Level Agreements]] > Service Levels
 
|style="text-align:right;"|[[:Category:Service_Manager|Index]]
 
|style="text-align:right;"|[[:Category:Service_Manager|Index]]
 
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:* [[Corporate_Service_Level_Agreements|Corporate Service Level Agreements]]
 
:* [[Corporate_Service_Level_Agreements|Corporate Service Level Agreements]]
 
:* [[Service Level Agreements]]
 
:* [[Service Level Agreements]]
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:* [[Service_Level_Agreement_Rules_Builder|Service Level Agreement Rules Builder]]
 
 
:* [[Working Time Calendars]]
 
:* [[Working Time Calendars]]
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:* [[Service_Manager_Business_Process_Workflow#Request_Timers|Request Timers]]
 
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=== Targets ===
 
=== Targets ===
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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.
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Once a Service Level has been created, you can then define targets that will be applied to a request and set as visible targets to be reached on each Request. The time-based targets will use the ''Working Time Calendar'' set against the Service Level Agreement. The available targets are optional; however, you must create both targets when setting up SLA timers.
  
 
:* '''Response Target'''
 
:* '''Response Target'''
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:: 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]]''.
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:: The Response Target is commonly used for setting a target time for 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'''
 
:* '''Resolution Target'''
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:* '''Target Time'''
 
:* '''Target Time'''
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:: 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.
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:: Each Target requires a time frame specified in Days, Hours, and Minutes. It is essential to know that the allocated time frames are calculated using the ''Working Time Calendar'' set on the Service Level Agreement. For example, selecting 1 Dequals to 24 hours, and if the Working Time Calendar specifies 8-hour work days, 1 Day will equate to 3 working days.
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[[File:Information.png|24px|left|link=|Information]] Timers for both the Response and Resolution Targets are started and stopped by adding Request Timer Nodes to the BPM Workflow that is associated with the Request. For more information please see the information on [[Service_Manager_Business_Process_Workflow#Request_Timers|Request Timers]]
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</blockquote>
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====Example Service Level Target Calculation====
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The service level targets you add to Hornbill relate to the working hours specified in the working time calendar against the SLA. This means that some calculation is required to ensure your target represents the correct number of calendar days you advertise to your customers.
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If you advertise a target as five calendar days, you must determine what this equates to in days, hours, and minutes to the hours defined in your Working time calendar.
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1) Begin by multiplying your target (in calendar days) by the working hours set in your working time calendar (your working day), i.e. 5 x 9.5. Now divide the result of that by 24 (i.e. (47.5)/24,) which gives your Hornbill target in days (i.e. = 1.98 days).
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2) You place "1" in the field representing "days".
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3) It's then a case of working out what .98 of a day is in hours – which, for this example, would be 24 x 0.98 = 23.52 hours.
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4) You place "23" in the field representing "hours".
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5) Finally, you need to get the minutes from our answer of 23.52. Therefore, 0.52 of an hour is 31.2 minutes (i.e. 60 x 0.52 = 31.2 minutes).
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6) You place "31" in the field representing "minutes".
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Therefore the target of 5 calendar days based on a 9.5-hour working day equates to 1 day, 23 hours, and 31 minutes.
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=== [[Escalation Actions|Escalation Events]] ===
 
=== [[Escalation Actions|Escalation Events]] ===
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== Manage Rules ==
 
== Manage Rules ==
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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.
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You may have a requirement for more than one Service Level and associated Service Level Targets to be available. When more than one Service Level has been defined within your Service Level Agreement, the '''Manage Rules''' tab will become enabled.  This will allow you to configure your rules for when each of the available Service Levels should be invoked when a request is raised against the associated Service Level Agreement.
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===Adding Rules===
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Click on the '''New Rule''' button
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* '''Name''' - The Name of the Rule
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* '''Service Level''' - The Service level which you would like to be invoked should the conditions of this rule be met
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* '''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.
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* '''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 to be invoked.
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===Configuring Rule Conditions===
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* Click on the '''Add Condition''' button
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* Choose one of the available Condition parameters
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* Choose if the Condition for the parameter is looking for a match on '''Is''' or '''Is not'''
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* Add one or more values against the Condition parameter
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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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===Managing the Order Rules are Evaluated===
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It is possible to define multiple rules per Service Level Agreement. When a request is raised using the Service Level Agreement 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.
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* 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 Level Agreement.
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* If no rules are matched, then '''No''' Service Level will be used or invoked on the request
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===Editing and Deleting Rules===
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* Click on the Rule in the list you wish to edit or delete.
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* Add, Amend or Remove Conditions of the Rule and Click '''Save''' to apply the edit
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* Click '''Delete''' to Delete the Rule from the Service Level Agreement
  
 
[[Category:Service Manager]]
 
[[Category:Service Manager]]
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[[Category:HDOC]]

Latest revision as of 22:10, 26 April 2024

This document can now be found at its new location in the Hornbill Document Library.

Service Levels

Retrieved from "https://wiki.hornbill.com/index.php?title=Service_Levels&oldid=32401"