Working with service agreements

There are several tasks that relate to service agreements:

  • Accessing Service Level Agreements from other applications
  • Assigning Service Level Targets to an application record
  • Assigning a default SLA or OLA to a service desk interaction, incident, problem, or change
  • Assigning an SLA to a contact or company
  • Creating and updating an SLA
  • Creating reports
  • Creating dashboards
  • Creating Operational Level Agreements
  • Creating Underpinning Contracts
  • Linking service contracts
  • Monitoring availability and response performance
  • Recalculating performance
  • Tracking outages
  • Working with clocks

Related topics

Service Level Management
Service Level Management overview
Service Level Management drivers
Service agreements overview
Operational Level Agreements
Service Level Agreement components
Service agreement selection process
Service Level Agreement performance and reporting
Service Contracts overview
Working with service contracts

Related topics

Create a new Service Level Agreement
Edit a Service Level Agreement
Access service agreements from other applications
View service agreements from Configuration Management