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The SLM structure is determined by the relationships established among IT services, contracts, and SLAs. 

IT services

Role required: service_owner.

For information about the Service Portfolio and how to create services, see Service Portfolio Management and Manage Services, respectively.

To set up a relationship between an IT service and an SLA, follow these steps:

  1. Navigate to Service Portfolio → Service Catalog (for an active service) or Service Portfolio → Service Pipeline (for an inactive or new service).
  2. Open the required IT service record and fill in the following fields.
  3. Click Save or Save and Exit to apply the changes.
FieldMandatoryDescription
Service TypeY

Specify the agreement type between the service supplier and service customer. Available options:

  • Business – this IT service is provided on a business level.

  • Operational – one of the company's departments delivers this IT service.

  • Underpinning – this IT service is provided by the third party.

  • Request – this is a sub-service within a business service in accordance with the specific typical request.

Service SpecificationY

Define internal and external articles described in the Knowledge Base, such as SLA records, service descriptions, and other articles related to the IT service. 


Contracts

Role required: ITSM_agent.

Contracts store information about signed agreements, including the service provider, supplier, and customer.

To set up a relationship between an IT service and an SLA, follow these steps:

  1. Navigate to Contracts → Contracts.
  2. Click New to create a new contract record and bind it to particular articles and categories.
  3. Click Save or Save and Exit to apply the changes.

Contract form fields

FieldMandatoryDescription
NumberYThis field is populated automatically and has the CON000000 format.
Contract NoNSpecify a number for the contract.
SubjectYSpecify a subject for the contract.
TypeN

Specify the contract type. This is the type of the agreement signed by the parties. 

  • SLA – a Service Level Agreement between the service provider and the customer.
  • OLA – an Operational Level Agreement that describes the service provider relationships with the department responsible for service delivery.
  • UC – an Underpinning Contract that determines relationships between the supplier and the third party that provides any services required to fulfill SLA obligations. 
Contract CategoryY

Specify the category your contract is related to.

ProviderY

Specify the provider company.

SupplierN

Specify the supplier company.

CustomerY

Specify the customer. It can be a company, branch, section, department, unit, group, or employee.

ConsumerN

Specify the end-user.

DescriptionNAdd a description for the contract.
Contract StatusY

Specify the current status of the contract. Available options:

  • Valid
  • Not valid
ResponsibleYSpecify an employee responsible for the contractor support.
Start DateNSpecify the contract start date.
End DateNSpecify the contract expiry date.
AutoprolongationNSelect this checkbox to automatically prolongate the contract. When this option is selected and Type is set to UC, the Supplier field becomes mandatory. 
Knowledge Base ArticleNReference to a particular article from the Knowledge Base with SLA, OLA, or UC selected in the Content Item Class field.
Total CostNSpecify the contract total cost.
Related Lists
When a contract is created, you can create an agreement related to it by clicking New on the Agreement tab.


SLA articles

Role required:  service_catalogue_manager or service_owner.

SLA articles contain formal documented agreements signed by the service supplier and the customer in relation to a particular service. They are stored in the Knowledge Base.

To create an SLA article, follow these steps:

  1. Navigate to Knowledge Base → All Articles.
  2. Click New and fill in the form.
    For the description of all the fields, see Article form fields.
  3. In the Content Item Class field, select SLA, OLA, or UC. In the Body field, provide the content for the SLA.
  4. Click Save or Save and Exit to apply the changes.

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