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Definition

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Service Level Agreement (SLA) (ITIL v3): \[Service Design\] \[Continual

 Service Improve] An agreement between an IT Service Provider and a Customer. SLA describes the IT service, documenting objectives, and specifies the responsibilities of the IT service provider and the customer. A single SLA can cover multiple IT services or more customers.
 
The intention of service level is to maintain and gradually improve the quality of services through follow-up, reporting and evaluation services, and to take action to eliminate unacceptable service levels.
 
Here you can set up SLAs with service levels and opening hours to calculate "Start within" or "Resolved within" for case. These can be linked to object type, object, categories and priority, etc. It can also be linked to an SL document with details about the agreement.
 
«Start within» is defined differently depending on how the case is registered.
-            If it is received from email or user web, it measures the time from received to registered.
-            If the case is manually registered by a agent, it measures the time from received to started.

In More Service
Under Servicedesk    Admin  Service Level, you have the option to set up
Service Level Agreements (SLA):
SLAs can be established based on:

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