Overview |
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Tasks |
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Included with |
Tivoli Service Desk |
Service Level Agreements |
Many Help Desks require the ability to monitor
special promises or agreements they make to their customers. These agreements are known as
Service Level Agreements (SLAs). An SLA term defines an agreement between the Help Desk
and its customers that the Help Desk is expected to fulfill. The customer, in some cases,
may be another department (such as the development desk) in the same organization as the
service desk. The promise in the SLA term can usually be measured in terms of time. One
example of an SLA term is that all network-related problems must be resolved within three
hours. Any problem that is logged that meets this criteria will be expected to be resolved
in the specified time frame (three hours in this example). If the problem is not resolved
within the specified time, the agreement is breached. An active SLA is created when a problem is created that meets the entry condition of an SLA term. An active SLA links a term to a problem. |
Entry conditions |
Each SLA term has an entry condition. When a problem is created (such as frozen, transferred, or resolved), the entry condition for each SLA term is compared against the problem. Any SLA terms that have an entry condition matching the problem are selected to be active SLAs for that problem. |
Exit conditions | Exit conditions describe the conditions upon which the SLA term has been met, meaning that no breach shall occur. When the exit condition defined in the SLA term is met by the problem, the active SLA is then terminated. |
Breach relationship | A breach relationship defines the metric used to determine if the Service Level Agreement has been satisfied. For example, a breach occurs if a problem has not been closed within the specified SLA term. |
Enabling SLA module | After installing Service Level Agreements
support, you must enable the SLA module. After you enable the SLA module, you can begin to
define individual Service Level Agreements. To enable the SLA module:
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Adding breach relationships |
To add a breach
relationship:
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Editing breach relationship |
You can edit a breach relationship from the
Configure Service Level Agreements dialog box. To edit a breach relationship:
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Viewing breach relationships |
You can view the configuration of a breach
relationship from the Configure Service Level Agreements dialog box. To view a breach relationship.
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Deleting breach relationships |
You can delete a breach relationship from the
Configure Service Level Agreements dialog box. To delete a breach relationship:
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