Use > Service Level Management > Service Level Management administration tasks > Example: How to make Service Catalog Item Expiration work

Example: How to make Service Catalog Item Expiration work

To make the Service Catalog Item Expiration calculation method work, you need to add or modify a set of configurations. By doing this, after a user has ordered the catalog item and the Interaction record created is approved, a record is related to the Interaction, and the Service catalog item request expiration time is successfully attached to the Interaction and to its related records.

The following tasks describe example steps to configure Service Manager to achieve this goal.

Note As an example, the following tasks use the "3 Days" delivery target and the default SLA named "Base Monitoring SLA for IT services" in the out-of-box Service Manager system.

Task 1: Allow request users to access the delivery target

In this task, you will allow request users to access a delivery target that you want to use for the SLTs.

To do this, follow these steps:

  1. Log in to Service Manager as a system administrator.

  2. Click Service Catalog > Administration > Delivery Targets.

  3. Click Search, and then select the delivery target to be used. In this example, select 3 Days.

  4. Set request users valid SLAs in the Limited access to users with these Customer SLAs field, or clear the value so that the target becomes valid for all users.

  5. Click Save and OK.

Task 2: Associate updated Delivery Target to a Catalog Item

In this example, you will associate the delivery target that you updated previously to a catalog item so that users can select the delivery target when ordering the catalog item by using the Order from catalog menu option.

To do this, follow these steps:

  1. Click Service Catalog > Administration > Manage Items.
  2. Click Search, and then select the Catalog Item to which you want to associate the updated Delivery Target. In this example, select PC Key Card.
  3. Click the Delivery Targets tab, and then click Add.

  4. Select 3 Days as the Delivery Target.

  5. Click Save and OK.

Task 3: Locate the default SLA

To do this, follow these steps:

  1. Click Service Level Management > Administration > Edit Control Record.
  2. Make a note of the value in the Default SLA field. In the out-of-box system, the value is Base Monitoring SLA for IT services.

Task 4: Add a Service Catalog SLT to the default SLA

To do this, follow these steps:

  1. Click Service Level Management > Agreements > Search Agreements.

  2. Open the default SLA record by performing a search.

    In this example, it is Base Monitoring SLA for IT services and the Agreement ID of this agreement is 168.

  3. Click the Process Target tab of the default SLA, and then click Add SLT(s).
  4. In the Create Process Target window, select Service Catalog in the Service Area drop-down list. Click Next.

  5. Type a name (for example, SLT For Service Catalog) in the SLT Name field, and then click Next.

  6. Set Schedule to 24x7, and then select a time zone. Click Next.

  7. Select 3 Days in the Delivery drop-down list so that this SLT will work for all Service Catalog requests for a catalog item to be delivered within 3 days. Click Next.

  8. Provide a value for the following fields:

    • Initial State: Select a value (for example, Requested)
    • Final State: Select a value, for example, Release verification
    • Duration Type: select Interval

    • Duration: enter 3 00:00:00 (The Duration value must exactly match the delivery target that you selected in previous steps. In this example, 3 days)

    Click Next.

  9. Leave the Alerts field and the Suspend processing field empty. Click Finish.
  10. Click Save.

Note

  • Make sure the Duration value in step 8 is the one that you want to monitor the Delivery Targets. This value must be the same value that you selected in the Delivery drop-down list in step 7.

  • The newly added SLT will work for all Service Catalog Item requests with a Deliver within value of 3 Days.

  • To monitor other Delivery Target requests, you can add more SLTs of this kind.

Task 5: Add an Interaction SLT to the default SLA

In this task, you will add an Interaction SLT to the default SLA. This SLT will work for Interactions created for relevant Service Catalog item requests.

To do this, follow these steps:

  1. In the Base Monitoring SLA for IT services SLA record, click the Process Target tab, and then click Add SLT(s).
  2. In the Create Process Target window, select Service Desk Interactions in the Service Area drop-down list. Click Next.

  3. Type a name (for example, Interaction SLT for Service Catalog) in the SLT Name field, and then click Next.

  4. Set Schedule to 24x7, and then select a time zone. Click Next.

  5. Skip the filters so that the SLT is always triggered. Click Next.

  6. Provide a value for the following fields:

    • Initial State: Select a value (for example, Open)
    • Final State: Select a value (for example, Closed)
    • Duration Type: select Calculation
    • Duration: select Service Catalog Item Expiration

    Click Next.

  7. Leave the Alerts field and the Suspend processing field empty. Click Finish.
  8. Click Save.

Task 6: Add a Request SLT to the default SLA

In this task, you will add a Request SLT to the default SLA. This SLT will work for Request records that are related to the Interactions created from a Service Catalog item request.

To do this, follow these steps:

  1. In the Base Monitoring SLA for IT services SLA record, click the Process Target tab, and then click Add SLT(s).
  2. In the Create Process Target window, select Request in the Service Area drop-down list. Click Next.

  3. Type a name (for example, Request SLT for Service Catalog) in the SLT Name field, and then click Next.

  4. Set Schedule to 24x7, and then select a time zone. Click Next.

  5. Provide a value for the following fields:

    • Initial State: Select a value (for example, Open)
    • Final State: Select a value (for example, Closed)
    • Duration Type: select Calculation
    • Duration: select Service Catalog Item Expiration

    Click Next.

  6. Leave the Alerts field and the Suspend processing field empty. Click Finish.
  7. Click Save.

Task 7: Add a Request Task SLT to the default SLA

To do this, follow these steps:

  1. In the Base Monitoring SLA for IT services SLA record, click the Process Target tab, and then click Add SLT(s).
  2. In the Create Process Target window, select Request Tasks in the Service Area drop-down list. Click Next.

  3. Type Request Task SLA Service Catalog in the SLT Name field, and then click Next.

  4. Set Schedule to 24x7, and then select a time zone. Click Next.

  5. Provide a value for the following fields:

    • Initial State: Select a value (for example, Open)
    • Final State: Select a value (for example, Closed)
    • Duration Type: select Calculation
    • Duration: select Service Catalog Item Expiration

    Click Next.

  6. Leave the Alerts field and the Suspend processing field empty. Click Finish.
  7. Click Save.

Task 8: Verify the Service Level Targets are working

You can use this sample task to verify that the SLTs are working. The following steps use the Interaction SLT as an example.

  1. Click Service Catalog > Order from Catalog.
  2. Search for PC Key Card, and click the link.
  3. Select 3 Days from the Deliver within drop-down list, and then click Add to cart.

  4. Click View Cart/Checkout, and then click Submit Request.

  5. Fill in the mandatory Purpose field, select an urgency type, and then click Submit. The system automatically creates an Interaction.

  6. Log out and then log on to the system as a Service Desk Approver, and approve the newly created Interaction.
  7. Log out and then log on to the system as a System Administrator again.
  8. Click Service Desk > Search Interactions, and then search for the approved Interaction.

  9. Click the SLT tab to verify the SLA calculation of Service Catalog Item Expiration works for this Interaction. See the following screenshot for an example:

Related topics

Working with service agreements
Service Level Management
Calculation of Process Target metrics