Service contracts

Service contracts are the principal records that determine which services are used and which services are available. Service Level Management does the following:

  • Stores contracts in a structured format for automated analysis, or as the original contract document.
  • Uses the Contract wizard to determine the contract thresholds quickly.
  • Charges the customer for costs incurred while working with incidents, handling service desk interactions, or implementing changes to a specific service contract.
  • Links discrete incidents and interactions to service contracts to provide up-to-date information about the state of each contract, including its budgeted allocations, and the actual number of interactions and incidents applied against each contract.
  • Associates service contracts with time and materials expended through Service Desk, Incident Management, and Change Management to compute the real cost of handling each incident and service desk interaction, as well as to calculate the cost of managing each service contract.

Related topics

Service Level Management
Service Contracts overview
Working with service contracts
Service contract tasks
Entitlement checking
Itemizing costs
Handle time costs
Cost assessment
Labor costs
Parts costs
Currency records

Related topics

Link a service contract to a Service Level Agreement