Service Level Agreement Management

SLA for Incident Managemenent is about measuring time with timers to check that processes are executed in due time.

Service Level Agreement Management is directly implemented in the itil-common bundle with a few entities and are using Business calendars to measure time with hollidays time zones and business hours.

Service Level Agreement Definition

The SLA template (or definition) is the itilServiceLevelAgreement entity.

You can have the list of SLA with the menu IncidentManagement / SLA:

On each SLA you can define:

• the name
• if the SLA measure times (time recording)
• the Business Calendar used to measure business hours (hollidays, timezone, and business hours)
• the deadline duration: this is the total amount of time on which the process should be completed
• Start On / Stop On are imTicket properties. If they are filled on the incident, those properties are used to automatically start / stop the SLA timer. For example, you may want to measure resolution time and you define this time as the duration between submission time and closure time. Using the two corresponding properties will make sure that the status of the timer is set and the proper duration is calculated.
• Alerts: with alerts you can setup notifications to user, groups or calculated assignee (for example the group in charge of the ticket). You can also set the SLA level of the timer to be able to sort and filter incidents by SLA priority level or assign color code to alerts.
• Alert notification may have a reminder : as long as the alert is active, a reminder will be sent every xxx minutes for example.
• You can setup several alerts with various degrees of urgency, notify different groups