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.
Before configuring SLAs, it is necessary to set up all Contracts and IT Services related to them.
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 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:
|
| Service Specification | Specify the article from the Knowledge Base, for example, SLA record, Service Description, or another on 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 → Contract and click New to create a new Contract record and bind it to particular articles and categories through the following fields:
| Field | Description |
|---|---|
| Type | A type of signed agreement defined by one of the available values according to a concluded agreement between the parties.
|
| 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
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 | Description |
|---|---|
| Name | A name of the Service Level Agreement |
| Content Item Class | Describes SLA appointment, the following possible values apply to SLAs:
|
| 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:
|
Agreements and Commitments
The SLM advanced features help administrators to flexibly configure and establish key targets and their values determined within the SLAs. The Agreement and Commitment entities describe levels of service delivery with specific, measurable parameters that make the SLM customization full and clear.
