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SimpleOne administrators should distinguish a documented SLA that is stored in the Knowledge Database from an SLA as an Agreement entity of the SLM directory.
SLA, Service and Contract relationship
Before configuring your SimpleOne SLM solution setup IT Service and SLA interactions with special features. The Service Catalogue, the Contracts, and the SLAs give the capability to build the required structure of the SLM solution.
Agreements and Commitments
SimpleOne SLM methods and tools are designed to keep and manage information about IT Service quality targets and their values. SLM advanced features help administrators to flexibly configure and establish the relationships between target entities in a simple way.
Timepoint Indicators
SLA, Service and Contract relationship
Get all necessary information about how services, contracts, and SLAs are bound between each other.
Complex agreements
Complex agreements allow implementing processes that involve interactions with various stakeholders, internal and external. In SimpleOne, it is represented as a parent SLA that can include an unlimited amount of the OLA and UC.
Indicators
An indicator A Timepoint Indicator is a rule of a time counter activation that is specified by proper conditions for starting, pausing, and stopping this counter. It also determines a time limit for declaring SLA as breached.
Indication
When an indicator start condition is met, an indication starts. It contains timings and allows tracking of the level of service quality.