Creating service level agreements

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

  1. From the Service Level Agreement application, click New SLA.
  2. In the SLA field, specify a value for the service level agreement.
  3. Optional: Provide a description of the service level agreement.
  4. 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.
  5. Specify the type of service level agreement.
  6. Optional: To restrict the service level agreement, specify values for organization or site.
  7. 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
  8. To create commitments for the service level agreement, complete these steps:
    1. In the Commitments table window, click New Row.
    2. Optional: Specify a value for the commitment and provide a description.
    3. Specify the type of commitment.
    4. Specify the value for the number that sets the time or quantity that you want to measure.
    5. Specify the unit of measure by which the commitment is measured.
  9. 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.