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"cat food" (quotation marks) |
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- Use
Service Level Management help hub
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.
Structure of a service level agreement
Defining Service Level Targets
Service Level Target selection process
Workflows
Describes the workflows implemented by Service Manager and the sub tasks that end users must perform in order to execute the workflows.
User Roles
Service Level Management uses the Administrator or System Administrator user roles for most tasks.
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
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