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SLAsModule 11

Objectives

Define SLA types: Service Level Agreement (SLA) Operational Level Agreement (OLA)

Underpinning Contract (UC)

View SLA Form Fields

Understand What Triggers an SLA

Lab

11.1 Define an SLA for the iPhone 4S Catalog Request

A Service Level Agreement (SLA) is a record in the SLA [contract_sla] table which defines a set amount of time for a task to reach a certain condition, the table(s) to access, and what type of SLA is being evaluated

If the SLA task does not reach the condition, the task is marked breached

SLA includes actions that can be triggered at different times during the life cycle of the SLA

What is a Service Level Agreement?

Service Level Agreement Overview

SLA Definition:The record defining the conditions to trigger the SLA

Task SLA:Individual instances of the SLA associated with particular tasks

SLA Automation:The business rule and scheduled job that automates the SLA

SLA Workflow:The workflow driving events or actions based on the SLA definition

Service Level Agreement (SLA)

Operational Level Agreement (OLA)

Underpinning Contract (UC)

Choose the SLA you want to define in the Type field

Types of Service Level Agreements

Service Level Agreements (SLAs) allow the service desk to track whether or not their representatives are providing a certain level of service

SLA Type

An Operational Level Agreement (OLA) defines how departments work together to meet the service level requirements documented in an SLA

A record assigned to a specific department or work group which defines a set amount of time for a task to reach a certain condition

Operational Level Agreement Type

An Underpinning Contract is a type of SLA that defines and monitors the guarantees established with an outside supplier; it’s a tool for supplier management

Goals of supplier management include monitoring:

–Reliability and cost-effectiveness of outside suppliers

–Adherence to schedules and contract commitments

Underpinning Contract Type

This example shows the SLA Type

SLA Form Fields

ServiceNow provides workflows for SLAs

The Default SLA workflow is designed to be used over and over again

The Workflow icon opens the Default SLA workflow containing

– % timers rather than hard coded timers– % duration rather than specific duration times

SLA Form – Workflow Field

Default SLA Workflow

SLA Workflow

Retroactive start – When activated, works with the Set start to field and calculates the start time to equal when the ticket was created

SLA Form – Retroactive Start Field

Duration – When User specified duration is selected from the Duration Type list, an administrator can define the number of days and hours of the timer for the SLA

Duration and Duration Type Fields

Duration Type – the SLA performs the calculations and sets a day and time as the deadline for the SLA

Timezone – If specified on this form, the selected timezone will be used for the SLA

Schedule and Time Zone Fields

Schedule – Defines what is calculated as hours in a work day and number of days in a work week to use for the SLA

SLAs are defined by the following conditions: a Start condition, a Stop condition, and, optionally, a Pause condition

Start, Stop, and Pause Conditions

Core Concepts

Define SLA types: Service Level Agreement (SLA)

Operational Level Agreement (OLA)

Underpinning Contract (UC)

View SLA Form Fields

Understand What Triggers an SLA

Define a Catalog Request SLA

Real World Use Cases

Why you would use this

When you would use this

How often you would use this

Module Recap