Setting up estimates with the Service Management Setup wizard

You can use the Service Management Setup wizard to populate work time and cost estimates for the request classes and service matrix.

About this task

Existing service assignment matrix (SAM) records are not updated during the issuing process. Therefore, if any global data is changed on the service agreement, the SAM records must be regenerated.

1. Select Tools > System Setup > Application Settings.
2. On the Service Management Settings tab, click Service Management Setup wizard.
3. On the Request Class Setup tab, update the estimated values for the request classes.
   1. Select the Details option.
   2. Update the estimated service cost and estimated service time.
   3. Select the request class records to modify.
   4. Click Apply to Request Class.
4. On the Modify Service Matrix tab, update the estimated values for the service matrices.
   1. Select the Change SLA Values check box.
   2. Update the estimated service cost and estimated service time.
   3. Select the service matrix records to modify.
   4. Click Update Service Matrix Records.
5. Close the wizard.