The Service Level Management practice is responsible for discussion and consideration of key requirements of service delivery and quality targets, such as Service Level Agreements (SLA), and guarantees their implementation. The purpose of this practice is to define and set agreements, to negotiate and conclude them between service supplier and customer, and to provide an unambiguous and clear perception of these obligations.

Within SimpleOne, the SLM solution helps to assess, monitor, and manage SLAs and their targets that provide reaching expected achievements.

The SimpleOne solution provides advanced SLM features which allow performing the following types of activities with the SLA engagements:

• Keeping approved and described customer requirements as formal documents of service performance as articles that store SLAs in Knowledge Base. These records contain all the information about the rights and obligations of the parties and an agreed level of service quality.
• Specifying articles with documented SLAs to appropriate services with Service records in Service Portfolio that is intended to keep all necessary information about services, their descriptions, and specifications.
• Keeping information about concluded contracts between the service provider and the customer and types of these agreements in the Contract records list.

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.

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.

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 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 met, an indication starts. It contains timings and allows tracking of the level of service quality.