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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:
- Navigate to Service Portfolio → Service Catalog (for an active service) or Service Portfolio → Service Pipeline (for an inactive or new service).
- Open the required IT service record and fill in the following fields.
- Click Save or Save and Exit to apply the changes.
| Field | Mandatory | Description |
|---|---|---|
| Service Type | Y | Specify the agreement type between the service supplier and service customer. Available options:
|
| Service Specification | Y | 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:
- Navigate to Contracts → Contracts.
- Click New to create a new contract record and bind it to particular articles and categories.
- Click Save or Save and Exit to apply the changes.
Contract form fields
| Field | Mandatory | Description |
|---|---|---|
| Number | Y | This field is populated automatically and has the CON000000 format. |
| Contract No | N | Specify a number for the contract. |
| Subject | Y | Specify a subject for the contract. |
| Type | N | Specify the contract type. This is the type of the agreement signed by the parties.
|
| Contract Category | Y | Specify the category your contract is related to. |
| Provider | Y | Specify the provider company. |
| Supplier | N | Specify the supplier company. |
| Customer | Y | Specify the customer. It can be a company, branch, section, department, unit, group, or employee. |
| Consumer | N | Specify the end-user. |
| Description | N | Add a description for the contract. |
| Contract Status | Y | Specify the current status of the contract. Available options:
|
| Responsible | Y | Specify an employee responsible for the contractor support. |
| Start Date | N | Specify the contract start date. |
| End Date | N | Specify the contract expiry date. |
| Autoprolongation | N | Select 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 Article | N | Reference to a particular article from the Knowledge Base with SLA, OLA, or UC selected in the Content Item Class field. |
| Total Cost | N | Specify 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_catalog_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:
- Navigate to Knowledge Base → All Articles.
- Click New and fill in the form.
For the description of all the fields, see Article form fields. - In the Content Item Class field, select SLA, OLA, or UC. In the Body field, provide the content for the SLA.
- Click Save or Save and Exit to apply the changes.
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