Service Catalog Integration: Service Level Management

There are several ways to measure the request fulfillment using Service Level Agreements (SLAs).

Monitoring the Service Request

All catalog requests are opened and associated with the requester’s default SLA. This SLA is defined in the requester’s department or at the company record level, or at the system level.

Note: There is a default SLA defined in the HPE Service Manager Service Level Management module.

In the SLA, you can define Response Time Service Level Objectives against catalog requests. These objectives will typically define the agreed-upon time for the request to move from one state to another. In particular, administrators can define a time agreement from request approval to request fulfillment. It is possible to have multiple response time objectives that will each only apply to certain kind of service requests. HPE Service Manager offers flexibility in that area. In particular, it is possible to link the response time to selected delivery objectives. Delivery objectives are delivery options that can be defined as part of the Service Catalog module, which helps define the target delivery date.

Each catalog item or bundle definition record contains a Delivery Targets tab where a catalog manager can add or remove multiple objectives and list dependencies for these objectives.

Delivery Targets can be limited to specific group of users, based on their default SLA. For example, consider a delivery objective of three business days that provides one service level with associated limitations:

Delivery Target	Limit Access to ...
3 Business Days	Sales Gold, Marketing Gold, Executive Gold
6 Business Days	All other users

As defined above, the three-business-day delivery objective is only available to specific requesters with listed Gold SLAs. Everyone else requesting the service is given only one (and thus defaulted) choice: six business days.

Monitoring the Fulfillment Process

It is also possible to monitor directly the fulfillment processes that are spawned from the service requests. The same default user SLA that was used for the service request will be used for the fulfillment request. Any response-time service level objective that applies will help measure the fulfillment process.