How to SLA management

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Overview

This is an example of creating and managing a BSM group.

Steps
How To Create a New SLA

A Service Level Agreement (SLA) contains a calendar to manage holidays such as Easter and Christmas for an associated location, and an operation time for the system operator or user of the SLA. The configuration for the calendar is managed in the Holidays and Calendar option, and set up for operations time in Operation Time.

  1. Select Business > SLA Management > SLA.
  2. Select Create. Enter a description, select a calendar for the appropriate location, and an operation time for the new SLA, when finished select Create.

    Figure: Creating an SLA
How to Manage Calendars

The Calendar option enables you to manage calendar events including holidays that land on the same date every year and moving holidays. Configuration for the calendar holidays is managed in the Holidays option discussed next.

  1. Select Business > SLA Management > Calendar.
How to Manage Holidays

The Holidays option enables you to manage calendar holiday information such as day, month, description, and year. Holidays include holidays on same date every year and moving holidays which have a different date every year.

  1. Select Business > SLA Management > Holidays.
How to Manage Operation Time

Operation Time allows you to set a system period during which a system should work in a manner acceptable to the operators and users.

  1. Select Business > SLA Management > Operation Time.
How to Manage Contracts

Contracts is the location where you enter the items to be measured and their target availability with is associated with a SLA.

  1. Select Business > SLA Management > Contracts.
  2. The contract items are then associated with a defined SLA and therefore bundling a contract item, with holidays, and operation time.

    Figure: Defining SLA Contracts
How to Manage Downtimes

The Downtimes option is for SLA relevant downtimes, meaning only those downtimes that will affect the SLA reporting.

  1. Select Business > SLA Management > Downtimes (SLA Relevant).