SLAs keep all necessary information that allows the SimpleOne administrator to build a flexible and easy to manage SLM solution.
Services, Contracts, and SLAs keep all necessary information that allows the SimpleOne administrator to build a flexible and easy to manage SLM solution. These entities determine the SLM structure by establishing relationships with each other and set up a foundation for further SLA configuration with special features.
IT Service
Role required: service_owner.
The Service records keep all detailed information about services such as type, description, service owner, etc. in Service Portfolio.
To set up a relationship between an IT Service and an SLA, navigate to Service Portfolio → Service Catalog if your IT Service is active or to the Service Portfolio → Service Pipeline if your IT Service is new or inactive. Open a desired IT Service record and fill in the fields below:
| Field | Mandatory | Description |
|---|---|---|
| Service type | Y | Allows choosing one of the possible values according to the agreement type between service the supplier and customer. Available options:
|
| Service Specification | Y | Specify the article from the Knowledge Base, for example, SLA record, Service Description, or another one described in Service Specifications. |
Contract
Role required: ITSM_agent.
Contracts keep all the information about signed agreements, including the service provider, supplier, and customer with consumers.
Navigate to Contracts → Contracts and click New to create a new Contract record and bind it to particular articles and categories through the following fields:
| Field | Mandatory | Description |
|---|---|---|
| Number | Y | A record number in the Contracts dictionary. This field is populated automatically. |
| Contract No | N | A contract number. |
| Subject | Y | A contract subject. |
| Type | N | A type of signed agreement defined by one of the available values according to a concluded agreement between the parties. This field is not mandatory.
|
| Contract Category | Y | A category your contract relates to (navigate to Contracts → Contract Category and click New to create one). |
| Provider | Y | Specify a company from the Companies list. |
| Supplier | N | Specify a company from the Companies list |
| Customer | Y | Specify a customer from the Contact list (go to Contracts → Contact and click New to create one). Any of the following types can be chosen: a company, a branch, a section, a department, a unit, a group, an employee. |
| Consumer | N | Specify the end-users from the Contact list (go to Contracts → Contact and click New to create an end-user). |
| Description | N | Specify the contract brief description. |
| Contract Status | Y | Contract current status. Available options:
|
| Responsible | Y | Specify an employee responsible for the contractor support from the Employee list. |
| Start Date | N | Specify the contract start date. |
| End Date | N | Specify the contract expiry date. |
| Autoprolongation | N | Select this checkbox to make the Supplier field mandatory. For it, the Type chosen is to be UC. |
| Knowledge Base Article | N | Reference to a particular article from the Knowledge Base with SLA, OLA, or UC Content Item Class value. |
| Total Cost | N | Specify the contract total cost. |
When a contract is created, you can easily create an agreement related to it by clicking the New button in the Agreement related list of this contract.
SLA
Role required: service_catalogue_manager or service_owner
The articles that contain formal documented agreements signed by the service supplier and the customer in relation to a particular service are based in the Knowledge Base.
To add such an article to your SimpleOne solution, navigate to Knowledge Base → All Articles, push the New button, and fill in the form. The fields below determine a particular SLA article regarding an IT Service:
| Field | Mandatory | Description |
|---|---|---|
| Number | Y | Content category number. This field is populated automatically. |
| Name | Y | A name of the Service Level Agreement. |
| Content DB | Y | A content database from the Content DBs list. |
| KB Category | N | A knowledge base category from the CB Categories list. |
| Content Item Class | Y | Describes SLA appointment, the following possible values apply to SLAs:
|
| Object Category | Y | A service category to which the article is related. The field is populated automatically after the Content DB and Content Item Class are filled. Available options are:
|
| Body | N | Submitted SLA content. |
| Service | N | One chosen record from the Services, the field Owned by is automatically filled with the owner name from the selected service record. |
| State | Y | One of the possible values:
|
| Published at | Y | The time the article was published. This field is populated automatically. |
| Owned by | N | Automatically filled with the service owner's name according to the service selected. |
| Metainfo | N | Fill in the field with the metadata. |
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