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Service Level Management data

Service Level Management contains Service Agreements and Service Contract functionality. Each of these functions requires many supporting tables to manage information about:

  • SLAs
  • Service Level Targets
  • Service Contracts
  • Parts detail
  • Labor detail
  • Currency

Service agreement tables and applications

Service agreements use several tables to store and manage data.

To view a table, use the Database Manager utility (Tailoring > Database Manager) or the Database dictionary (Tailoring > Database Dictionary).

Table name Description Comments
outage Contains one record for each planned or unplanned outage. These records may be merged together, linked to outageevent records, or they can be split or deleted when Service Level Management recalculates an outage event.  
outagedetail Contains one record for each outage and includes downtime information.  
outageevent Contains one record for each planned or unplanned outage.  
sla Contains one record for each service agreement (SLA, OLA, or UC).  
slaactive Contains one slaactive record for each enabled application record that has an associated service agreement. Slaactive records contain response time and Service Level Target information. Each record includes the current state and time, and an array of past state changes and times.  
slacontrol Contains only one record with settings that enable the Service Level Management application, check or override service hours, specify the default SLM, and identify standard availability alerts. There are no default values; you must edit the record to enable any feature or setting.
slamodulecontrol Contains one out-of-box record for each Service Manager application that can integrate with Service Level Management. Records in the table do not automatically enable application integration. You must select or clear the Enable SLMs in this application checkbox in each record to enable or disable SLM integration with each Service Manager application.
slamonthly Contains a summary of monthly outage information for affected Configuration Items.  
slamonthlyag Contains one record for each SLM with a summary of monthly response information.  
slaprofile Contains one record for each user profile.  
slaresponse Contains records with response time information collected from sloresponse records. Includes the number of affected and breached records, mean, median, and standard deviation data.  
slo Contains one record for each response time Service Level Target (SLT). Each record contains an agreement.id field that identifies the parent service agreement.  
sloavail Contains one record for each Service Target. Each record contains the agreement.id field that identifies the parent service agreement.  
slocatalog Contains one record for each Process Target or Service Target.  
sloresponse Contains one record for each enabled application record that has an associated SLT. Sloresponse records describe response time metrics, including a breach flag for missed targets. One application record can have multiple associated sloresponse records that display as a virtual join in the application record.
sloresponsehist Contains records that include historical information for service level targets, such as the total elapsed time per target itself or the total elapsed time an assignment group spends on a record. You can use the information in this table to better understand and analyze the elapsed time of the service level targets that are associated with a record.

Service agreement response data

Service Level Management captures Service agreement (Service Level Agreement, Operational Level Agreement, Underpinning Contract) information from application records, such as problems or service desk interaction records. The responses are summarized in the slaresponse table.

  • Integrated applications:
    • The slaactive table contains one record for each application record that has an associated service agreeement.
  • Service agreement and SLT information:
    • The sla table contains one record for each service agreement.
    • The slo table contains one record for each Process Target. Each record contains an agreement.id field that identifies the parent service agreement.
  • Summary information:
    • The sloresponse table contains one record for each enabled application record that has an associated SLT. Sloresponse records describe response time metrics, including a breach flag for missed objectives.
    • The slaresponse table contains summary records with response time information collected from sloresponse records. Includes the number of affected and breached records, mean, median, and standard deviation data.

SLA response data

Service agreement outage relationships

Service Level Management captures outage information and Service Level Target (SLT) information, which produces an outage summary for each Configuration Item (CI).

  • Outage information:
    • The outageevent table contains one record for each outage.
    • The outage table contains one record for each outage. When Service Manager recalculates an outage event, it may merge, split, or delete these records, or link them to the outageevent records.
  • SLT information:
    • The sla table contains one record for each Service Level Agreement (SLA).
    • The sloavail table contains one record for each availability SLT. Each sloavail record contains an agreement.id field that identifies the parent SLA.
  • Summary information:
    • The outagedetail table contains one record for each outage and includes downtime information.
    • The slamonthly table contains a summary of monthly outage information for affected Configuration Items.

SLA outages

Service Contract tables

Service Contracts use several tables to store and manage data.

To view a table, use the Database Manager utility (Tailoring > Database Manager) or the Database dictionary (Tailoring > Database Dictionary).

Table name Description Comments
cmlabor Contains detail data about the labor performed.  
cmparts Contains detail data about the parts used.  
contract Contains contract data. Contains software, lease, support, warranty, and maintenance contracts.
contractcategory Defines the type of contract.  
contractdecide    
contractexpense Contains expense information.  
contractitem Defines expense allocation by item.  
contractlease Contains lease contract data.  
contractmaintenance Contains maintenance contract data.  
contractsoftware Contains software contract data.  
contractsupport Contains support contract data.  
contracttemplate Defines contract templates for different types of contracts.  
contractterms Defines payment terms.  
contractwarranty Contains warranty contract data.  
curconvert Contains one record with the exchange rate from one monetary unit to another. For example, one record that describes the exchange rate of one USD to one other monetary unit. In this case, for 185 monetary units, there would be 186 records.
currency Contains one record for each monetary unit by international currency code. For example, EUR (Euro) or USD (US dollar).
expline Contains expense line data.  
payment Contains payment data.  

Expense line records

An expense line record is an itemized accounting of expenses incurred by the provider while servicing a contract. Expense line records are generated by Service Level Management as services are rendered. Service Level Management automatically calculates the money spent for each part or service in the currency of the contract.

Currency conversion records

Service Level Management has a currency conversion utility for Service Contracts that automatically converts national currencies, depending on exchange rates at the time the contract is granted. You can enter daily exchange rates into the curconvert table to ensure accurate rate conversions. Service Level Management is compliant with European Union currency regulations, and has out-of-box records pre-defined with the fixed inter-European exchange rates.

Currency definition records

The currency table contains currency definition records that define currency codes for most of the international currencies. Each record specifies whether the monetary unit has the European Union Currency (Euro) as its root.

Labor Performed Detail records

The Labor Performed Detail records describe the details of where and how labor was performed on components for service records and billing purposes.

Parts Detail records

Parts Detail records define the details of used parts, including device type, part number, model number, and the location of the asset.