IBM Maximo for Service Providers, Version 7.6.2

Service level agreements (SLAs)

SLAs are created to document the commitments that you plan to fulfill for customers. SLAs specify commitments that are agreed levels of service between the service provider and the customer. SLA commitments can be measured in a qualitative or quantitative way. SLA commitments can be associated with one or more escalations that specify the actions that are needed if the commitment is not met.

SLAs can be applied to many types of records, including tickets and work orders. SLAs typically specify target dates for important activities that are related to work, such as target start, response, and delivery dates.

SLAs are created in the Service Level Agreements (SP) application. You can restrict service level agreements to the organization or site level. If you specify organization or site values, users can view or apply only SLAs within the specified organization or site.

You can specify the following kinds of information on an SLA. Some of the information is matched to the same information on the target record to determine whether the SLA can be applied.
  • A ranking value. The ranking value chooses an SLA when more than one SLA is applicable to a record. A lower numerical value takes precedence over a higher one.
  • Effective start dates, end dates, and review dates. These dates can be specified in workflow processes.
  • Associate vendors and contracts.
  • Associate customers so that the SLA applies only to records for the specified customer.
  • A calendar that calculates target date values.
  • The commitments that are related to the type of record that the SLA applies to. For example, for tickets you can specify target dates for target times for response, resolution, delivery, availability, and other values. For work orders, you typically specify target times for start, finish, and delivery time.
  • The conditions under which a service level agreement applies, such as classification, services, and other criteria.
  • Associate related service level agreements.
  • Assets, CIs, locations, or parts pools on the target record that the SLA applies to.
  • Key performance indicators (KPIs) that track performance over time.
  • Escalations, actions, and notifications to support the SLA commitments.