Wiki source code of Service Level Agreement Management

Version 8.3 by Pierre Dubois on 2011/04/06 22:05

1.1	1	SLA for Incident Managemenent is about measuring time with timers to check that processes are executed in due time.
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2.1	3	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.
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8.1	5	There are two main concepts for SLA Management:
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8.1	7	1. Service Level Agreement Definition define what __should__ happen (for example maximum duration for a process)
	8	1. SLA Timers measure what __actually__ happens (for example actual resolution time)
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2.1	10	== Service Level Agreement Definition ==
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2.1	12	The SLA template (or definition) is the itilServiceLevelAgreement entity.
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4.2	14	You can have the list of SLA with the menu IncidentManagement / SLA:
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4.1	16	[[image:Screenshot2011-04-06at5.43.01PM.png]]
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4.2	18	On each SLA you can define:
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	20	* the name
	21	* if the SLA measure times (time recording)
	22	* the Business Calendar used to measure business hours (hollidays, timezone, and business hours)
	23	* the deadline duration: this is the total amount of time on which the process should be completed
	24	* 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.
	25	* 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.
	26	* Alert notification may have a reminder : as long as the alert is active, a reminder will be sent every xxx minutes for example.
	27	* You can setup several alerts with various degrees of urgency, notify different groups
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7.1	29	[[image:Screenshot2011-04-06at6.11.24PM.png]]
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8.1	32	== SLA Timers ==
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8.2	34	SLA Timers are described by the itilSLATimer entity in the itil-common bundle. SLA Timers are components of imTicket (incident). That means that each timer is related and "owned" by an incident.
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	36	A timer has references to the SLA definition to handle its calculations and the incident.
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	38	It has also:
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	40	* a status: Started, Stopped, Paused
	41	* a start time
	42	* a deadline time = start time + maximum duration - pause time
8.3	43	* an end time: time when the timer is actually stopped
8.2	44	* pauses
	45	* alerts
	46	* breach duration = duration between deadline and end time when end time > deadline
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8.3	48	Timers are managed by the application:
	49	\\At the incident level (imTicket) there are up to 5 SLA Definitions. Those SLA definitions (Applicable SLA 1 to 5) are used to track time on 5 different processes to manage incidents (for example resolution time, answer time, ...). Those 5 properties may be relabeled with a fragment on imTicket to adapt to your processes names.
	50	\\Once those SLA definitions are filled (either manually or more realistically programmatically through scripting), the application will manage the Timers based on the SLA Definition.
	51	\\So for example:
	52	\\When a ticket is submitted, the "Submit" operation may lookup the appropriate SLAs definition based on priority and fill itilSLA1 for answer time, itilSLA2 for resolution time, etc...
	53	\\Once the SLA definitions are set, the timers will be automatically created and managed.

Wiki source code of Service Level Agreement Management

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