Words and Phrases
Service Level Management help hub
ITSMA Service Management Service Level Management uses Process Designer to manage Service Level Agreements, Operational Level Agreements, and Underpinning Contracts (UCs). Service Level Management also creates and maintains Service Level Targets to monitor and measure the availability and response times for services.
Key conceptsDescribes the most important things that you need to know about how the Service Level Management module functions. Structure of a service level agreement |
WorkflowsDescribes the workflows implemented by SMA Service Management and the sub tasks that end users must perform in order to execute the workflows. |
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Additional resources |
User RolesService Level Management uses the Administrator or System Administrator user roles for most tasks. |
TasksDescribes the Administrator tasks in the Service Level Management module. Create a new Service Level Agreement Create an Operational Level Agreement Create an Underpinning Contract Define availability Service Level Targets Define response Service Level Targets Assign a default Service Level Agreement |