Service Level Agreements

Service Level Agreements (SLAs) define the level of service that an organization commits to its customers. Individuals have different reasons to monitor SLAs. For example, as a technician, you need to know about SLAs that apply to your items so you can prioritize your work and understand if you are at risk of violating any of them. As a manager, you need historical information to measure how well your organization conformed to SLAs and forecast information to ensure that active items are not in danger of violating SLAs.

In the SBM User Workspace, you have visibility into SLAs in the following ways:

You can customize and view SLA reports that include past performance and current risk information in various formats.
If the SLA widget control is included on state forms, you can view the status of SLAs that the current item is either in violation of or at risk of violating.
You can subscribe to SLA notifications.

The following list contains examples of SLAs that can be tracked using the SLA feature:

High-priority items should be assigned to a technician within one business hour.
High-priority items submitted by "Platinum" customers should be assigned to a technician within 30 minutes.
High-priority items should be resolved within three business days.
99% of hardware requests should be completed within three business days of approval.
No item should be in the New state for more than three business days.

Important: SLA reports and the SLA widget only show data if projects have SLAs defined for them, and if one or more services have been associated with those projects in Serena Request Center.