Use > Service Catalogs > Service Catalog management > Adding Service SLAs to a catalog item or bundle

Adding Agreements to a catalog item or bundle

Each catalog item or bundle definition record contains a Agreements tab where a catalog manager can add or remove multiple Agreements. Note that access to the SLA record is based on the user’s SLA privileges. The following information is available on the Agreements tab:

Column name Description
Name A character field that contains the title for the Service SLA.
Limit Access to Users with these Customer SLAs An array field that allows the service provider to offer a Service SLA only to requesters with a listed Customer SLA.
For example, consider an Email service that provides two service levels with associated limitations:

Service SLA      Limit Access to ...
Email Gold       Sales Gold, Marketing Gold, Executive Gold
Email Silver      none

As defined above, the Email Gold SLA is only available as a choice to requesters with other listed Gold SLAs.
Everyone else requesting the service is given only one (and thus defaulted) choice: Email Silver.

Add a Service SLA to a catalog item or bundle

  1. Click Service Catalog > Administration > Manage Items.

  2. Type or select any search criteria for the item or bundle you want to modify and click Search.

    The catalog item or bundle definition record opens.

  3. On the Agreements tab, click Add.

    This launches a wizard that prompts you to select an SLA. You can click the Find button to view the details of an SLA before selecting it.

  4. After selecting the SLA, the wizard prompts you to create the Limit Access to Users with these Customer SLAs list.
  5. Click the Fill button and select the Customer SLAs that you want to associate with the Service SLA.
  6. Click Finish.
  7. Click Save.

  8. Click OK.

    Service Manager updates the item or bundle definition record.

Remove a Service SLA from a catalog item or bundle

  1. Click Service Catalog > Administration > Manage Items.

  2. Type or select any search criteria for the item or bundle you want to modify and click Search.

    The catalog item or bundle definition record opens.

  3. On the Agreements tab, select the SLA that you want to delete and then click Remove.

    The SLA is deleted from the Service SLA list.

  4. Click Save.

  5. Click OK.

    Service Manager updates the item or bundle definition record.

Edit a Service SLA for a catalog item or bundle

  1. Click Service Catalog > Administration > Manage Items.
  2. Type or select any search criteria for the item or bundle you want to modify and click Search.
    The catalog item or bundle definition record opens.
  3. On the Agreements tab, double-click on the Name of the SLA that you want to modify.
    This launches a wizard that allows you to change the Service SLA and access list information.
  4. Edit the Service SLA and access list information as necessary.
  5. Click Save.
  6. Click OK.
    The item or bundle definition record is now updated.