Add SLAs as service commitments

Service commitments define the services that are included with the service offering. Hence, adding Service Level Agreements (SLAs) as service commitments enable the service desk to track whether they provide a level of service within the stipulated time.

About this task

To add an SLA as a service commitment:

Procedure

  1. Navigate to Business Services > Commitments.
  2. Click New.
  3. In the Name field, enter a name for the SLA service commitment.
  4. In the Type field, select SLA.
  5. In the SLA field, enter an SLA definition. Any SLA definition may be referenced; however, Service Offering SLAs provide the advantage that they are evaluated only when the Configuration Item on the relevant task is a service offering.
  6. In the SLA percentage, enter the percentage (as a decimal) of tasks that must meet the SLA Definition for the SLA to be considered met.

    For example, an SLA Service Commitment may require Priority 1 incidents to be resolved within 1 hour (defined in the SLA field) 90% of the time (defined in the SLA percentage field).

  7. Click Submit.
    Figure 1. SLA service commitment
    SLA service commitment