Workplace Services / Service Desk / Service Desk Manager
Workplace Services / Service Desk / Service Contract Manager
Space / Space Inventory / Service Desk Manager (transaction method)
Space / Occupancy / Service Desk Manager (transaction method)

Create a Service Level Agreement

The Service Desk Manager and the Service Contract Manager define and review service level agreements (SLAs).

Select the Service Desk Manager / Manage Service Level Agreements task to access a wizard for creating or editing an SLA. This task loads the ab-helpdesk-sla-create-tabs.axvw view.

Note: You do not use this task to create SLAs for maintenance-related requests. In fact, the view does not permit you to create SLAs for Request Types that have a defined Problem Type by filtering out these Request Types from the list of available Request Types.

To create maintenance-related SLAs, use the SLA Console, available from:
Preventive Maintenance / Service Desk Manager / Manage Service Level Agreements and Corrective Maintenance / Service Desk Manager / Manage Service Level Agreements tasks.

Foundations users run the Foundations / System Administration / Manage Service Providers and Notifications task.

Maintenance SLAs created with the above tasks do not appear in the Workplace Services / Service Desk / Service Desk Manager / Manage Service Level Agreements view

Procedure

1. Start a new SLA or edit an existing SLA .
2. Set basic parameters of the SLA.
3. Set priority levels for the SLA.
4. Set response procedures for the SLA.
5. Set optional workflow steps:

• Include an Edit and Approve step for service requests with a Requested status.
• Include approvals for a service request status.
• Include notifications for a service request status.
• Include the option to accept or decline working on a service request
• Include a satisfaction survey for completed service requests.
• Include a verification for completed service requests.

7. Change the default ordering of the SLA (optional).

Other Methods of Creating SLAs

In addition to the Manage Service Level Agreements wizard, there are other methods for creating SLAs.

Tool	Description
SLA Console	This tool works only with preventive maintenance and corrective maintenance SLAs. The SLA Console is available from: Preventive Maintenance / Service Desk Manager / Manage Service Level Agreements Corrective Maintenance / Service Desk Manager / Manage Service Level Agreements The SLA Console is defined by the ab-bldgops-sla.axvw file. For information, see: Manage Service Level Agreements task (Preventive Maintenance) Manage Service Level Agreements task (Corrective Maintenance)
Manage Service Providers and Notifications	This Archibus Foundations task provides a method for creating simple SLAs that support approval and notification, but do not support features such as acceptance steps, satisfaction surveys, and verification steps. SLAs created with this task appear in the Manage Service Level agreements view. If you examine the SLA with this view, you will see that the options set in the Manage Service Providers and Notifications task appear in the appropriate tabs of the Manage Service Level agreements view. For information, see: Archibus Foundations / System Administration / Manage Service Providers and Notifications task Archibus Workplace

See also

Understanding Service Level Agreements (SLAs)

SLA Examples