The Service Level Management (SLM) solution is responsible for defining key requirements for service delivery and quality targets, such as Service Level Agreements (SLA). The purpose of this practice is to define and set agreements, negotiate them with service suppliers and customers, and ensure clear perception of these obligations.
The SimpleOne Service Level Management solution allows to perform the following types of activities with SLAs:
- Store approved customer requirements as articles containing the SLAs in the Knowledge Base. These records contain all information about the rights and obligations of the parties and the agreed level of service quality.
- Relate articles with documented SLAs to appropriate services in the Service Portfolio.
- Keep information about contracts between the service provider and the customer and types of these agreements.
SimpleOne administrators should distinguish a documented SLA stored in the Knowledge Database from an SLA as an Agreement entity of the SLM directory.
Agreements and commitments
The SimpleOne SLM methods and tools are designed to keep and manage information about IT service quality targets and their values. The SLM advanced features help administrators to configure and establish the relationships between target entities in a flexible and simple way.
SLA, service, and contract relationships
Get all necessary information about how services, contracts, and SLAs are bound to each other.
Complex agreements
Complex agreements allow to implement processes that involve interactions with various stakeholders, both internal and external. In SimpleOne, it is represented as a parent SLA that can include an unlimited number of Operational Level Agreements (OLA) and Underpinning Contracts (UC).
Indicators
An 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 to track the level of service quality.
