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To set up a relationship between an IT Service and an SLA, navigate to Service Portfolio → Service Catalogue 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 | Description |
|---|---|
| Service type | Allows choosing one of the possible values according to the agreement type between service the supplier and customer. Available options:
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| Service Specification | Specify the article from the Knowledge Base, for example, SLA record, Service Description, or another on described in Service Specifications. |
Contract
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| Tip |
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Role required: ITSM_agent. |
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Navigate to Contracts → Contract and click New to create a new Contract record and bind it to particular articles and categories through the following fields:
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| Field | Description |
|---|---|
| Type | A type of signed agreement defined by one of the available values according to a concluded agreement between the parties.
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| Contract Category | A category your contract relates to (navigate to Contracts → Contract Category and click New to create one). |
| Provider | Specify a company from the Companies list. |
| Supplier | Specify a company from the Companies list |
| Customer | 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 | Specify the end-users from the Contact list (go to Contracts → Contact and click New to create an end-user). |
| Service owner | Specify a service owner from the Users list. |
| Start date | Specify the contract start date. |
| End date | Specify the contract expiry date. |
| Knowledge Base Article | Reference to a particular article from the Knowledge Base with SLA, OLA, or UC Content Item Class value. |
| Total cost | Specify |
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| contract |
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| total cost |
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SLA
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Role required: service_catalogue_manager or service_owner |
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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 | Description |
|---|---|
| Name | A name of the Service Level Agreement |
| Content Item Class | Describes SLA appointment, the following possible values apply to SLAs:
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| Body | Submitted SLA content |
| Service | One chosen record from the Services, the field Owned by is automatically filled with the owner name from the selected service record |
| State | One of the possible values:
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Agreements and Commitments
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