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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
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Role required: service_owner. |
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| Field | Description |
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| 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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Role required: ITSM_agent. |
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| Field | Description |
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| Type | 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.
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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 the contract total cost. |
SLA
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Role required: service_catalogue_manager or service_owner |
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