You use the Service Level Agreements application to create
service level agreements to document the commitments between service
providers and customers. Services consist of tasks that service providers
complete to fulfill customer needs. Commitments are responsibilities
that service providers must meet to fulfill service level agreements.
Procedure
- From the Service Level Agreement application, click New
SLA.
- In the SLA field, specify a value
for the service level agreement.
- Optional: Provide a description of the service
level agreement.
- In the Applies To field, specify
a value for what the service level agreement applies to.
For
example, you can apply the service level agreement to an incident
or service request.
- Specify the type of service level agreement.
- Optional: To restrict the service level agreement,
specify values for organization or site.
- Optional: Provide the following information
for the service level agreement:
- Values for ranking, administrator, vendor, customer or vendor
contact, classification, service group, and service
- Values for start date, end date, and review date
- Additional criteria
- To create commitments for the service level agreement,
complete these steps:
- In the Commitments table window, click New
Row.
- Optional: Specify a value for the commitment
and provide a description.
- Specify the type of commitment.
- Specify the value for the number that sets the time
or quantity that you want to measure.
- Specify the unit of measure by which the commitment
is measured.
- Save your changes.
What to do next
The service level agreement is created as a draft. You use
the Change Status action to activate the service
level agreement.