Service assignment matrix records
When more than one group supplies the same service, service assignment matrix records are used to evaluate and assign the work to the appropriate service provider. Each individual service assignment matrix record is based on a configuration of classification, geography, and organization.
In certain situations, you do not need to generate SAM records. For example, if only one group is supplying a service across the organization, you can use only a service plan. A single service plan is often used for small organizations that are centrally located, or for large organizations that centralize aspects of their service. However, when a single service plan is not sufficient, you must generate SAM records.
Various contract types generate and contain SAM records, including but not limited to the following records:
- Blanket purchase orders
- Service agreements
- Real estate lease contracts
- Warranty records
Before you generate service assignment matrix records, you must specify the required criteria: request class, customer organization, request location, and request geography. You can also specify the default values to be used by the service assignment matrix records.
When the lease or agreement is activated, the service assignment matrix records are generated. You can view and edit the generated service assignment matrix records on the Service Matrix subtab of the Terms & Conditions or Service Areas tab. The service assignment matrix records contain the service provider details, including the contract, responsible organization, responsible person, and SLA details.
The service assignment matrix process is illustrated in the following diagram.
