1

Title

Provide a title to identify the SLA

       2

Description

A brief description of the SLA

       3

Parameter

Parameters can be one of the following

• Service, Category ,Sub Category, Location, Department, Users, Roles, Urgency, Impact, Priority

• Custom fields (any custom field that is used in service desk and CMDB)

• Asset Fields

Select the parameter for which the  SLA rule is to be defined.

      4

Value

This gets listed based on the parameter that is selected. Select the Value for which the SLA rule is to be  defined. Click on 'ADD' to add the condition.

      5

Condition Operator

Multiple sets of Parameter/Value can be selected and added. In such an event select the condition with which the rule is to be defined. This will be linear, for instance if a rule is defined with a sub-category – Hardware and Priority- High with an 'And' condition it will be arithmetically treated as

(Sub Category – Hardware Related) AND (Priority – High).

In this case the rule will be applied on any service record that matches the above criteria

Use NOT operator to exclude certain parameter values from the SLA rule. E.g. 'NOT Location = Default'

You can add as many parameters or conditions as desired.

Click on to delete a condition.

       1

Start State

Select the start state, SLA calculation starts when the service record reaches this state

       2

End State

Select the end state, SLA calculation ends when the service record reaches this state

       3

Blocked States

Select the states that should not be considered for SLA calculation. The SLA timer will be turned off whenever these states are encountered as part of the record life cycle

This will be useful whenever you want to exclude states that are not in the user control ex: ‘Waiting for Vendor’

      4

SLA Violation Response Required?

Select 'Yes' if a comment is mandatorily required to be entered on SLA breach or 'No' if it is not required.

      5

Business Hours

Select the business hours profile that need to be used for this SLA (To define the Business Hours profile navigate to the 'Settings – Service Desk Configuration – Business Hours and Holidays'

      6

Holiday Profile

Select the holiday profile that need to be used for this SLA (To define the Holiday profile navigate to the 'Settings – Service Desk Configuration – Business Hours and Holidays'

      7

Specify SLA Time Duration

The SLA interval can be based on one of the following options

Fixed Interval: A fixed value has to be provided and on expiry of the interval, the SLA for the record is considered violated

Relative Duration: In this option the Business Hours and Holidays are considered and the interval is based on business days with the time of SLA violation being at the end of the business day. In addition a cut off time can be specified for record submission and the interval can be different for records submitted before and after the cut-off time. Refer the section Specifying Relative Duration for details.

Additional Field (Dynamic): This option provides for defining an additional field (of date type) and using that for computing the SLA violation. Once the date/time is reached, then the SLA is considered violated. Refer the section Specifying Additional Field (Dynamic) for details.

      8

Pre-Notification

There are 2 levels of pre-notification. Select either one or 2 levels  if you need to get pre-notified before a SLA breach. Select  the pre- notification profile (which contains the list of users to be notified) and select the time in hours or minutes. If SLA Time is specified in days, enter the 'Intimate Before' value in days for the pre-notification

Note: Pre-notification level one is sent 20 minutes before the lapse of SLA Time and pre-notification level two is sent 10 minutes before the lapse of SLA Time.

      1

Escalation Level 1

Enable this by selecting 'Yes' if you need the first level of escalation

      2

SLA Time

Specify the time after lapse of the SLA for escalation to be performed in the form of notification. You can have up to 3 levels of escalation.

      3

Notification Profile

Select the notification profile which contains the list of users to whom the escalation operation is to be  performed.

      4

Generate SD Record

If you need to submit a service desk record when an  SLA is breached, then set the 'Generate Ticket' option as ‘Yes’ and select the generate ticket profile. The service desk record would be generated in the service desk project as per the parameters defined in the Integration Profile (for more information on generate ticket profiles refer to the section Service Request Integration in Fault Management chapter

      1

NBD without cut off time

Select this option if there is no cut off time for submission of the record. All records submitted during business hours on that day will violate the SLA at the end of business day(s) entered

      2

Next business day(s)

Enter the number of business days at the end of which the record will violate the SLA. For example if 2 business days is entered here and Business hours are defined as Monday to Friday between 9AM and 6PM, then a record submitted on Friday before 6PM will violate the SLA on Tuesday at 6PM if the end state for SLA is not reached.

      3

NBD with cut off time

Select this option if there is a cut off time for submission of records and the SLA is different for both.

      4

Cut off time

Enter the cut off time (hours and minutes)

      5

Before cut off time next business day(s)

Enter the number of business days at the end of which the record will violate the SLA in case the record has been submitted before the cut off time

      6

After cut off time next business day(s)

Enter the number of business days at the end of which the record will violate the SLA in case the record has been submitted after the cut off time