Service Level Agreements
ITIL Information Technology Infrastructure Library. A set of practices for HEAT that focuses on aligning IT services with the needs of business. defines a service level agreement (SLA) as an agreement between an IT service provider and a customer. The service level agreement describes the IT service, documents service level targets, and specifies the responsibilities of the IT service provider and the customer. A single service level agreement may cover multiple IT services or multiple customers.
Within HEAT, service level agreements determine the level of service outlined in the service level packages (constrained by service level targets); each organizational unit (OU) has a service level agreement for published services; each service level agreement can apply to only one organizational unit. Each service (and corresponding service level packages) can be attached to one or more organizational units. If an organizational unit is not subscribed to a service level agreement, requirements for handling the incident or service request are covered by the default escalation schedules. See Escalation DefaultsDefault Escalations
For example, a service request is submitted against the service Data Services. Data Services has a Gold service level package defined for it. Within the agreements of the Gold package, the Sales organizational unit is defined. When a service level agreement subscription is created for the Data Services service for the Sales organizational unit, the targets defined in the Gold package are copied over. When an employee from the Sales organizational unit submits a service request for Data Services, the service level agreement field shows the agreement for the organizational unit of the customer.
When service requests (or request items) are created from the Service Desk, the service level agreement field gets populated only if the service has service level agreements defined. If the organizational unit of the customer does not subscribe to the request offering, the service level agreement field is auto-filled with default service level agreement values (for example, for the entire corporate organization). If the organizational unit of the customer subscribes to the request offering (or service level package), the service level agreement field is auto-filled with the service level agreement value defined for the organizational unit.
View Service Level Agreements
| 1. | Log into the Service Desk as a service owner and open the SLA Subscription workspace. A list of agreements appears. |
| 2. | Choose an agreement in the list to view details. |
Create a Service Level Agreement
Before creating a service level agreement, you must create your request offerings (and optional service packages). HEAT includes various basic services that you can use or modify to fit your organization.
| 1. | Log into the Service Desk Console as a service owner and open the SLA Subscription workspace. The list of service level agreements appears. To view all service level agreements, click All Services from the left pane. You can view only those agreements pertaining to a specific service by clicking on the service name, such as Desktop Service. |
| 2. | Click Create Agreement.The Agreement Wizard appears. |
| 3. | In the Select Service page, click Select next to the services you want to add to the agreement. The service is added to the agreement. |
To see the service details, click More....
| 4. | Click Next. The Select Package page appears. |
| 5. | From the Select Organizational Unit pane, choose an organizational unit for this subscription. If you select the top level, the agreement applies to all users under this organization. |
The selected services are listed.
| 6. | From the Select Service Level Package pane, choose the package you want. Selected packages are indicated. |
| 7. | Click Next. The Customize Service Options page appears. |
| 8. | Customize the service options as needed. Click Customize on your service, then select your options, if any. |
| 9. | Click Next. The Review and Save page appears. |
| 10. | Review the service package. If the package needs to be modified, click Change next to the selected option and edit as needed. |
If everything is correct, click Save.
The agreement you created is listed in the SLA Subscription workspace.