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Workplace Services / Service Desk /Service Desk Manager
Workplace Services / Service Desk / Service Contract Manager
Building Operations / On Demand Work / Service Desk Manager (Legacy)
Building Operations / On Demand Work / Service Contract Manager (Legacy)
Space Planning & Management / Space Inventory & Performance / Service Desk Manager (transaction method)
Space Planning & Management / Personnel &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).

From the Process Navigator, 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.

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 On Demand Work parameters (only for requests whose type is SERVICE DESK-MAINTENANCE).
6. 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.

Note: Maintenance SLAs created with the SLA Console do not appear in the Workplace Services / Service Desk /Service Desk Manager / Manage Service Level Agreements view.

See also

Understanding Service Level Agreements (SLAs)

SLA Examples