Service Level Agreement

A service level agreement (SLA) is a contract or an understanding between a service provider and customer about the services provided and the expected level of service. An SLA defines the timeline of the delivery, besides the quality of the service.

In ServiceDesk Plus, you can set up SLAs for service requests, so that the service delivery can be adequately tracked and any risks mitigated through escalations and associated actions.

When a request is not responded to or resolved within a preconfigured timeline, you can configure escalation rules to notify technicians and other stakeholders, besides modifying its priority and other attributes.

Role Required: SDAdmin or HelpDeskConfig

Go to Admin > Service Catalog > Service Level Agreement.

On this page, all the SLAs configured for service requests are displayed. You can add new SLAs and bulk delete them.

You can use the toggle button to allow users to select the SLA for their service requests.

This setting must be enabled to associate SLAs while configuring service templates. If this setting is disabled, SLA association to service templates will not be possible.

This page also tabulates associated SLA information, such as the number of associated templates, fulfillment time, response time, number of auto-applied rules, and whether OLA is configured.

The Associated Templates column lists how many service request templates are associated with an SLA. Click the icon to create, edit, or delete the associations.

If there are no SLAs associated, click None. On the popup, choose the service template from the drop-down. Mark the SLA as default if necessary. Under Show to User Groups, select the user groups who can configure the SLA in their requests.

Note that only the associated user groups will be available to choose, and if no user group is associated with the template, all user groups in the application will be displayed.

Under Info provide any extra information, which will be displayed as a hover-over text for the SLA in the request form. Save the association. You can associate multiple service request templates with an SLA, one at a time.

If the SLA is already associated with templates, the templates will be listed. You can edit the association and modify specific details. To delete associations, select the templates and click Delete. To create new associations, use the Associate button.

The Auto-Applied via rules column displays the number of business rules associated with an SLA. Click the icon to view the associations and view each of the business rules in separate windows, where you can edit the rules, if necessary.

Configuring a Service Level Agreement

On SLA home page, click Add New SLA.

The SLA form has three blocks of information:

SLA Details
- Enter a unique name for your SLA and provide a brief description.
SLA Rules
- Set the first response and the resolution time for requests. You can define if the SLA must be applied on requests irrespective of holidays and weekends.
Escalations
- Select an escalation level and choose a technician to notify, if the first response time/resolution time limit is exceeded.
- To escalate a request before the SLA is violated, choose Escalate Before and set the time of escalation.
- Click Escalate After to escalate after the violation.
- Click Actions to set technician, group, priority, and level of the request after escalation.

Enter the OLA parameters. Click here to learn more.

Click Save or Save and Add New.

You can configure different sets of actions for all the 4 escalation levels associated with the resolution time.

Editing Service Level Agreement

Click the SLA Name in the SLA list view.
Modify the necessary details.
Click Save or Save and Add New.

Deleting Service Level Agreement

In the SLA list view, enable the checkbox beside the SLA.
Click the icon in the header.
Click OK to confirm.

If you delete an SLA while it is used in service requests, the SLA will be disabled and greyed out. To activate the SLA, click the SLA name and deselect SLA not for further usage.

Operational Level Agreement

Operational level agreements (OLA) define how various IT groups within an organization plan to deliver a service. In ServiceDesk Plus, you can configure OLAs for every service level agreement (SLA) to decide how the SLA can be achieved by the internal groups working on the request.

In the Add/Edit SLA page, go to the Operational Level Agreements (OLA) block.
Fill in the required information by using the pointers in the table:

Fields	Description
Group Name	Enter the group/s that will handle requests. You can configure up to 5 support groups for each OLA.
OLA Time	Set the time within which the selected group/s must resolve the request.
Description	Add a short description, if needed.

To add different OLA timers for different groups, click .
Click Save or Save and Add New.

For multiple groups added to a single stage, the OLA Timer is applied individually to each group.

For every SLA, you can configure a maximum of 5 OLA.