Management of change requests overview

A management of change (MOC) request is used to formally propose an engineering or operational change.

Status of management of change requests
The status of a management of change request indicates its position in the processing cycle and the actions that can be done on the record.
Service level agreements
A service level agreement (SLA) typically is a written agreement between a service provider and its customers or a definition of the level of service that equipment must provide. The SLA describes one or more commitments and the escalation actions or notifications that are associated with each commitment.
Applying service level agreements to records
You apply a service level agreement (SLA) to a record to define the agreement and formal commitments between a service provider and a customer. You can apply service level agreements to tickets and work orders.