Create SLA Template

Explanation

This activity is used to create an SLA Template. An SLA Template can have multiple lines that will create SLA Commitments on Requests, Request Scopes and Work Tasks.

Each template line will as a minimum have a:

There are a number of optional attributes that can be used to further detail the SLA behavior.

Using SLA Templates

The SLA Templates can be connected to a set of entities and will be applied automatically when creating new Requests and Request Scopes.

The SLA templates are applied on Requests/Scopes/Work Tasks in the following hierarchical order, where the lower value has the higher priority:

  1. SLA Template defined on a Customer Warranty Template
  2. SLA Template defined on a Request Contract Line Urgency record.
  3. SLA Template defined on a Request Contract Line
  4. SLA Template defined on an Urgency record on a Service in the Service Catalog.
  5. SLA Template defined on a Service in the Service Catalog.
  6. SLA Template connected to a Service Organization

The SLA Start Dates are set in 3 different ways when the SLA Commitments are created using the templates.

If a Request is created manually and an SLA Template is used, the Request Creation Date will be used as the SLA Start Date, assuming no Triggering Event has been specified.

If a Request is generated from a Recurring Service and an SLA Template is used, the Due Next Date (also visible on the Request as the Reg Date) will be used as the SLA Start Date, assuming no Triggering Event has been specified.

If a Request is created manually or through a Recurring Service and an SLA Template is used, where Triggering Event(s) are defined, the SLA Start Date will be set when the Triggering Event occurs. The lines will be created in status Planned if the triggering event has not yet occurred.

SLA Templates and SLA Work Task Applicability

When SLA Templates create the SLA Commitments, and there is an SLA Template Line flagged as Work Task Applicable the following logic applies.

  1. Work Task Applicability defined against Fulfillment Entity Request will be applied to all Work Tasks created for the Scope.
    1. If Task Sub Group set to Work Stage, the SLAs will only be applied to Work Tasks with the corresponding Work Stage defined in Task Sub Group Value.
    2. If Scheduling SLA Type is connected, then the SLA commitment will be used to schedule the work task.
    3. Start Based defines whether the start of the work task using the SLA Commitment must be scheduled with in the defined SLA period or not.
  2. Work Task Applicability defined against Fulfillment Entity Scope will be applied to all Work Tasks created for the Scope
    1. If Task Sub Group set to Work Stage, the SLAs will only be applied to Work Tasks with the corresponding Work Stage defined in Task Sub Group Value.
    2. If Scheduling SLA Type is connected, then the SLA commitment will be used to schedule the work task.
    3. Start Based defines whether the start of the work task using the SLA Commitment must be scheduled with in the defined SLA period or not.
  3. Work Task Applicability defined against Fulfillment Entity Task will be applied to only that Work Task which SLA Commitment is created on.

A couple of examples of how the Scheduling SLAs are selected:

  1. A Request is created with four SLA Commitments (Fulfillment Entity Request), but only two SLA Commitments flagged as Work Task Applicable and a Scheduling SLA Type is connected to the commitments. No SLA Commitments are defined on the Request Scope or the Work Task. The Work Tasks transferred to Scheduling will pick up the two SLAs defined against the Request.
  2. A Request is created with two SLA Commitments (Fulfillment Entity Request) flagged as  Work Task Applicable and a Scheduling SLA Type is connected to the commitments. The related Request Scope has two SLA Commitments (Fulfillment Entity Scope) flagged as  Work Task Applicable and Scheduling SLA Type is not connected to the commitments. No SLA Commitments exist on the Work Task. The Work Tasks transferred to Scheduling will pick up the two SLAs defined the Request and will use the two SLAs on request scope level only to set the execution due date of work tasks.
  3. A Request is created without SLA Commitments on the Request or the Request Scope and the Work Task (Fulfillment Entity Task) has two SLA Commitments flagged as Work Task Applicable and a Scheduling SLA Type is connected to the commitments. The Work Tasks transferred to Scheduling will pick up the two SLAs defined against the Work Task.

Prerequisites

System Effects