Working with SLA Terms


Overview

Tasks

Included with

Tivoli Service Desk

Overview

Work with terms

To begin the definition of a Service Level Agreement (SLA), you must create a term. A term comprises a calendar that sets the active times for the SLA, a time limit for the breach of the agreement, and a set of scheduled events to run as the problem ages. The term also specifies criteria for determining when a problem activates an SLA and specifies conditions upon which an active SLA terminates.

Tasks

Adding SLA terms

You use the Work With Terms dialog box to add an SLA term.

To add an SLA term:

  1. In the Work With Terms dialog box, choose Add..
    Result: The Add SLA Term dialog box appears.
  2. Click the Term Details tab.
    Result: The Term Details tab appears.
  3. In the Term Name field, type a name for the new term.
  4. Choose the button to the right of the Calendar Name field.
    Result: The Work With Calendars dialog box appears.
  5. From the Work with Calendars dialog box, select a calendar name to set the active hours for the new SLA.
    Note: If you need to create a new calendar, see Working With Calendars.
  6. Choose OK.
    Result: The Work With Terms dialog box appears.
  7. In the Description field, type a description for the new SLA term.
  8. In the Breach Information area, fill in the hours or minutes upon which the SLA term will be breached.
  9. From the From drop-down list, select the condition upon which the SLA term will be breached.
    Example: A setting of 3 Hours From Call Open means that the SLA term would be breached if three hours lapse from the time the call is opened and no resolution to the call has been made.
  10. Choose the Add button.
    Result: The Add SLA Event dialog box appears.
  11. Create a schedule for the new SLA term.
    Note: If you need help creating a schedule, see Working With Schedules.
  12. Click the Conditions tab.
    Result: The Conditions tab appears.
  13. In the Base Entry Condition field, type the initial conditions concerning the call or problem that should activate the SLA term.
    Note: Click on the button to the right of the Base Entry Conditions field to display a search window with database values available to you. You can select a base entry condition from this list and choose OK.
  14. In the Location Entry Condition field, type specific locations pertaining to the current SLA term.
    Note: Click on the button to the right of the Location Entry Condition field display a list of locations. You can select a location from this list and choose OK.
  15. In the Exit Condition field, type the conditions that need to be met to close this SLA term, meaning that no breach shall occur.
    Note:
    Click on the button to the right of the Exit Condition field to display a list of exit conditions. You can select an exit condition from this list and choose OK.
  16. Choose Close.
    Result: The Work With Terms dialog box appears. The new SLA term appears in this dialog box.

Editing SLA terms

You can edit an SLA term in the Work With Terms dialog box.

To edit an SLA term:

  1. In the Work With Terms dialog box, select an SLA term.
  2. Choose the Edit button.
    Result: The Edit SLA Term dialog box appears.
  3. Modify the SLA term fields as necessary. See Adding SLA Terms for information on each field in the Edit SLA Terms dialog box.
  4. Choose OK when you finish editing the SLA term.
    Result: The Work With Terms dialog box appears.

Viewing SLA terms

You can view SLA term details using the View SLA Term dialog box.

To view an SLA term.

  1. In Work With Terms dialog box, select an SLA term.
  2. Choose the View button.
    Result: The View SLA Term dialog box appears.
  3. View the SLA term.
  4. Choose OK when you finish viewing the SLA term.
    Result: The Work With Terms dialog box appears.

Deleting SLA terms

You can delete an SLA term from the Work With Terms dialog box.

To delete an SLA term:

  1. In the Work With Terms dialog box, select an SLA term.
  2. Choose Delete.
    Result: The SLA term is deleted.