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- Service Level Management agreement workflow and tasks
- Create a Service Level Agreement
- Create an Operational Level Agreement
- Create an Underpinning Contract
- Edit a service agreement
- Review a service agreement
- Attach a file to a Service Level Agreement
- Create or add an SQP or SIP
- Define Service Targets
- Define Process Targets
- Add Service Level Targets
- Edit Service Level Targets
- Delete Service Level Targets
- Use the Service Level Target wizard
- Access Service Level Agreements from other applications
- View service agreements from Configuration Management
Create a new Service Level Agreement
To create a Service Level Agreement (SLA), follow these steps:
- Click Service Level Management > Agreements > New Agreement.
- Click Service Level Requirement.
- In the Type field, select the contract type that identifies it as either a Service or Customer SLA.
- In the Customer field, select from the list of records to choose a customer name.
- In the Title field, type a descriptive name for the SLA.
- In the Effective from field, choose a date in the calendar options for the SLA start date.
- In the Expiration Date field, choose a date in the calendar options for the SLA end date.
- In the Next Review Date field, choose a date for the first review of the SLA.
- In the Service review Frequency field, choose the time period for the review.
- Add an optional Description for the new SLA.
- Click Save. The agreement is now in the "Draft" phase and an Agreement ID number added to the record.
- Click the Process Targets or Service Targets tabs. You can add, edit, or remove Service Level Targets on these tabs.
- The following steps are optional:
- Click the Agreed By tab, and specify the appropriate signatories to the agreement.
- Click the Attachments tab, and add upload any formal documents between the two parties signing the contract.
Click the Underpinning Agreements tab and review the underpinning contracts and operational level agreements.
Note All operational level agreements and underpinning contracts are listed in the Underpinning Agreements tab.
- Click Save.
After you create a new SLA, ensure that you link the new SLA to a department, company, or contacts record.
Note When you create a new SLA, you must log out and log in again to view the new SLA on the drop-down selection lists.
Service Level Management
Working with service agreements
Example: Enabling Service Level Agreement alerts
Operational Level Agreements
Service Level Agreement components
Service agreement selection process
Service Level Agreement performance and reporting