Working with SLAs

An SLA is an agreement between a service provider and its customer that defines how their relationship will work progressively. Understanding SLA structure and management gives an organization the potential to deliver on its promises. Gaining the ability to create and manage service solutions ensures that the organization and its customers communicate more clearly to fulfill mutual needs.

In order to navigate to this module click the (Settings) icon and select SLA Policies under the AUTOMATION PLUS section. The SLA Policies screen appears as shown below, where the list of all the SLA policies in the selected module are displayed.

This section explains how to manage the inconsistencies in an organization upon creating conditions to define the breaches and framing appropriate SLA policies.

Creating Breach Type

The SLA policies incorporate various breach types that assess the service provider’s performance efficiency. The breach types to be included in an SLA policy should be carefully picked from the components under the service provider’s control yet impact both parties involved.

Managing SLA Policies

SLA policies let you set standards of performance for your organization. An SLA policy includes defining the criteria when the policy applies, the commitments made, and the applicable escalation processes.