The SLM structure is determined by the relationships established among IT services, contracts, and SLAs. The contracts are described in a separate article Create Contracts.
IT services
For information about the Service Portfolio and how to create services, see Service Portfolio Management and Manage Services, respectively.
To set up a relationship between an IT service and an SLA, follow these steps:
- Navigate to Service Portfolio → Service Catalog (for an active service) or Service Portfolio → Service Pipeline (for an inactive or new service).
- Open the required IT service record and fill in the following fields.
- Click Save or Save and Exit to apply the changes.
| Field | Mandatory | Description |
|---|
| Service Type | Y | Specify the agreement type between the service supplier and service customer. Available options: Business – this IT service is provided on a business level. Operational – one of the company's departments delivers this IT service. Underpinning – this IT service is provided by the third party. Request – this is a sub-service within a business service in accordance with the specific typical request.
|
| Service Specification | Y | Define internal and external articles described in the Knowledge Base, such as SLA records, service descriptions, and other articles related to the IT service. |
SLA articles
SLA articles contain formal, documented agreements signed by the service supplier and the customer in relation to a particular service. They are stored in the Knowledge Base.
To create an SLA article, follow these steps:
- Navigate to Knowledge Base → All Articles.
- Click New and fill in the form.
For the description of all the fields, see Article form fields. - In the Content Item Class field, select SLA, OLA, or UC. In the Body field, provide the content for the SLA.
- Click Save or Save and Exit to apply the changes.
