SLAs keep all necessary information that allows the SimpleOne administrator to build a flexible and easy to manage SLM solution

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

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:

FieldDescription
Service type

Allows choosing one of the possible values according to the agreement type between service the supplier and customer. Available options:

  • Business
  • Operational
  • Underpinning
  • Request
Service SpecificationSpecify 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:

FieldDescription
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.

  • SLA - Service Level Agreement between the service customer and the provider;
  • OLA - Operational Level Agreement describes internal service provider relationships with its department responsible for service delivery;
  • UC - Underpinning Contract determines relationships between the supplier and the third party that provides any services required for the fulfillment of SLA obligations. 
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 dateSpecify the contract start date.
End dateSpecify the contract expiry date.
Knowledge Base ArticleReference to a particular article from the Knowledge Base with SLA, OLA, or UC Content Item Class value.
Total costSpecify 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:

FieldDescription
NameA name of the Service Level Agreement
Content Item Class

Describes SLA appointment, the following possible values apply to SLAs:

  • SLA
  • OLA
  • UC
BodySubmitted 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:

  • Draft - is not ready to be accepted as active.
  • Published - the article is active.
  • Retired - is not in use anymore.