11.ppt slas inst
TRANSCRIPT
© 2012 ServiceNow
SLAsModule 11
Objectives
Define SLA types: Service Level Agreement (SLA) Operational Level Agreement (OLA)
Underpinning Contract (UC)
View SLA Form Fields
Understand What Triggers an SLA
Lab
11.1 Define an SLA for the iPhone 4S Catalog Request
A Service Level Agreement (SLA) is a record in the SLA [contract_sla] table which defines a set amount of time for a task to reach a certain condition, the table(s) to access, and what type of SLA is being evaluated
If the SLA task does not reach the condition, the task is marked breached
SLA includes actions that can be triggered at different times during the life cycle of the SLA
What is a Service Level Agreement?
Service Level Agreement Overview
SLA Definition:The record defining the conditions to trigger the SLA
Task SLA:Individual instances of the SLA associated with particular tasks
SLA Automation:The business rule and scheduled job that automates the SLA
SLA Workflow:The workflow driving events or actions based on the SLA definition
Service Level Agreement (SLA)
Operational Level Agreement (OLA)
Underpinning Contract (UC)
Choose the SLA you want to define in the Type field
Types of Service Level Agreements
Service Level Agreements (SLAs) allow the service desk to track whether or not their representatives are providing a certain level of service
SLA Type
An Operational Level Agreement (OLA) defines how departments work together to meet the service level requirements documented in an SLA
A record assigned to a specific department or work group which defines a set amount of time for a task to reach a certain condition
Operational Level Agreement Type
An Underpinning Contract is a type of SLA that defines and monitors the guarantees established with an outside supplier; it’s a tool for supplier management
Goals of supplier management include monitoring:
–Reliability and cost-effectiveness of outside suppliers
–Adherence to schedules and contract commitments
Underpinning Contract Type
This example shows the SLA Type
SLA Form Fields
ServiceNow provides workflows for SLAs
The Default SLA workflow is designed to be used over and over again
The Workflow icon opens the Default SLA workflow containing
– % timers rather than hard coded timers– % duration rather than specific duration times
SLA Form – Workflow Field
Default SLA Workflow
SLA Workflow
Retroactive start – When activated, works with the Set start to field and calculates the start time to equal when the ticket was created
SLA Form – Retroactive Start Field
Duration – When User specified duration is selected from the Duration Type list, an administrator can define the number of days and hours of the timer for the SLA
Duration and Duration Type Fields
Duration Type – the SLA performs the calculations and sets a day and time as the deadline for the SLA
Timezone – If specified on this form, the selected timezone will be used for the SLA
Schedule and Time Zone Fields
Schedule – Defines what is calculated as hours in a work day and number of days in a work week to use for the SLA
SLAs are defined by the following conditions: a Start condition, a Stop condition, and, optionally, a Pause condition
Start, Stop, and Pause Conditions
Core Concepts
Define SLA types: Service Level Agreement (SLA)
Operational Level Agreement (OLA)
Underpinning Contract (UC)
View SLA Form Fields
Understand What Triggers an SLA
Define a Catalog Request SLA
Real World Use Cases
Why you would use this
When you would use this
How often you would use this
Module Recap