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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<div style="border:1px solid #90C0FF; background:#D0E0FF; width:99%; padding:4px; margin-bottom:10px;"> | <div style="border:1px solid #90C0FF; background:#D0E0FF; width:99%; padding:4px; margin-bottom:10px;"> | ||
__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]] > Service Levels |
|style="text-align:right;"|[[:Category:Service_Manager|Index]] | |style="text-align:right;"|[[:Category:Service_Manager|Index]] | ||
|} | |} | ||
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:* [[Service Level Agreements]] | :* [[Service Level Agreements]] | ||
:* [[Working Time Calendars]] | :* [[Working Time Calendars]] | ||
| + | :* [[Service_Manager_Business_Process_Workflow#Request_Timers|Request Timers]] | ||
|} | |} | ||
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=== Targets === | === Targets === | ||
| − | Once a Service Level has been created you can then define targets that will be applied to a request and | + | 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''' | ||
| − | :: The Response Target is commonly used for setting a target time for | + | :: 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''' | ||
| − | :: Each Target requires a time frame | + | :: 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. |
<blockquote style="background-color: #f2f2f2; border: solid thin #ffdab3;padding-top: 10px; padding-right: 10px; padding-bottom: 10px; padding-left: 10px;"> | <blockquote style="background-color: #f2f2f2; border: solid thin #ffdab3;padding-top: 10px; padding-right: 10px; padding-bottom: 10px; padding-left: 10px;"> | ||
| − | [[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 | + | [[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]] |
</blockquote> | </blockquote> | ||
====Example Service Level Target Calculation==== | ====Example Service Level Target Calculation==== | ||
| − | The service level targets | + | 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. |
<br> | <br> | ||
<br> | <br> | ||
| − | If you | + | 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. |
| − | 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). | + | 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). |
<br> | <br> | ||
2) You place "1" in the field representing "days". | 2) You place "1" in the field representing "days". | ||
<br> | <br> | ||
| − | 3) | + | 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. |
<br> | <br> | ||
4) You place "23" in the field representing "hours". | 4) You place "23" in the field representing "hours". | ||
<br> | <br> | ||
| − | 5) Finally, | + | 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). |
<br> | <br> | ||
6) You place "31" in the field representing "minutes". | 6) You place "31" in the field representing "minutes". | ||
<br> | <br> | ||
<br> | <br> | ||
| − | Therefore the | + | Therefore the target of 5 calendar days based on a 9.5-hour working day equates to 1 day, 23 hours, and 31 minutes. |
<br> | <br> | ||
<br> | <br> | ||
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* 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 Level Agreement | * Click '''Delete''' to Delete the Rule from the Service Level Agreement | ||
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[[Category:Service Manager]] | [[Category:Service Manager]] | ||
| + | --> | ||
| + | [[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.
