Service Level Packages

Service level packages describe the level of service offered to a customer.

A service level package is a service that has been packaged by the Service Level Manager or service owner, and can be subscribed to by an organizational unit. The package specifies target times for incident response and resolution. If the Service Catalog and the Request Fulfillment module are installed, the service level package also specifies which request offerings are available as well as a target time for service request delivery.

Any number of service level packages can be linked to a single service. By varying the parameters in the service level packages that are linked to the same service, you can offer different levels of service to different customers while keeping all of the parameters defined in the base service (owner, provider, and so on) the same. For example, you could define service level packages named "Gold," "Silver," and "Bronze" for the Mobile Phone Request service, each with a different price, response time, hours of operation, and so on.

By default, all organizations have one level of service (a single SLP). In this case, all Request Offerings are automatically linked to the SLP. You can offer more levels, but this is optional.

For example, an organization that provides an airline service has the core service of taking passengers from point A to point B. Supporting services would include ticket sales, baggage handling, food service, and security. The service level package would determine the level in which to deliver the services, such as first class passengers might receive access to a lounge, kid-glove baggage handling, better food and free drinks, and expedited security. Business class passengers might receive special food requests and extra leg room. Economy class passengers might receive a seat on the plane, but required to provide their own food and pay extra for baggage.

Request offerings must be defined before defining service level packages.

Create a Service Level Package

The services offered by your organization must be defined before creating a Service Level Package.

A service can be offered within multiple service level packages. By varying the parameters of a service level package, you can provide different levels of service to different consumers. For example, for a Mobile Communication Service, you can have Gold, Silver, and Bronze Service Level Packages.

When you create a new Service and save it, a default Service Level Package record is created and appears in the Service Level Package tab of the Services workspace.

Within the Service Level Package tab of the Services workspace, click New Service from the toolbar. The New Service Level Package window appears.

New Service Level Package Window

Enter information into the fields.

--fields--

Field	Description
Status	Choose a state from the drop-down list: Draft. A new Service Level Package appears in this state. Keep in this state until you are ready to publish. Published. The service level package is available for subscription. Expired. The service level package is not available for subscription because the date specified in the Expiration Date field has passed. Obsolete. The service level package is no longer used.
Name	Enter a unique service level package name.
Description	Enter a detailed description of the service level package.
Price	Specify the price charged when a Service Owner subscribes to the service level package.
Price Description	Enter a description of the features that are included in the price.
Service	If you are creating the service level package from a service, the service name is automatically generated.
Hours of Operation	Choose from the drop-down list.
Compliance Target	Automatically generated from the defined initialization values for the Service Level Package form.
Expiration Date	Specify a date or select from the calendar control.
Review Date	Specify a date prior to the expiration date by which the package must be reviewed for renewal, or select a date from the calendar control.

Click Save. The window closes.

Click Save

from the toolbar.

The service level package is created and is added to the list of service level packages .
Although the service level package is created, it is not completely configured until you define its Service Level Targets.
A service can have one or many service level packages linked to it. By varying the parameters of a service level package, you can offer different levels of services to different consumers for the same service.

Request Offering Link

A request offering is linked to a service when it is created. This procedure describes how to link a SLP to a request offering.

Log into the Service Desk Console as the Service Owner and from the Service Level Package workspace, open a service.

From the Request Offering Link tab, click Link Request Offering. the New Request Offering Condition window appears.

Enter information into the fields.

--fields--

Field	Description
Request Offering	Choose the request offering you want to link from the drop-down list.
Delivery Target	Enter the target delivery time for this request offering: Days, Hours, Minutes
Price	Enter the price you want to charge for the request offering.

Click Save. The window closes.

Click Save

from the toolbar.