Use > Service Level Management help hub

Service Level Management help hub

HPE Service Manager 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 concepts

Describes the most important things that you need to know about how the Service Level Management module functions.

Service Level Management

Structure of a service level agreement

Defining Service Level Targets

Service Reviews

Service Level Target selection process


Describes the workflows implemented by Service Manager and the sub tasks that end users must perform in order to execute the workflows.

Default agreement workflow

Additional resources

Processes and Best Practices Guide

User Roles

Service Level Management uses the Administrator or System Administrator user roles for most tasks.


Describes the Administrator tasks in the Service Level Management module.

Create a new Service Level Agreement

Create an Operational Level Agreement

Create an Underpinning Contract

Add Service Level Targets

Create an SQP or SIP

Define availability Service Level Targets

Define response Service Level Targets

Assign a default Service Level Agreement

Assign a Service Level Agreement to a company

Assign a Service Level Agreement to a department