Siebel HelpDesk Guide > IT Service Management Solution Set >
Creating Service Level Agreements
If you need to first create Service Level Agreements (SLAs), then perform the following task. To create SLAs
- Navigate to the Agreements screen > List view.
- In the Agreements list, create a new record and complete the necessary fields.
Some fields are described in the following table.
|
|
Name |
AA_Agreements |
Account |
ABC Company |
Type |
Service Level Agreements |
Status |
Current |
- In the Name field, click the link.
- Click the Entitlement view tab, create a new record and complete the necessary fields.
Some fields are described in the following table.
|
|
Type |
Service |
Service Hours |
24 hours, 7 days a week |
- Click the Contacts view tab, and then click Add to add the contacts to which the entitlement relates.
This is the user who submits the ticket. Be sure to enter the supported channels for the entitlement—for example, if you only support your users over the Web, then select the Internet check box only. Select only the check boxes for the channel you want to support—for example All Products, Phone, Email, and so on.
- Click the Products view tab, to add the assets the entitlement relates to, create a new record and complete the necessary fields.
When an incident or problem record is created against that asset, the agreement is used.
- Click the Metrics view tab, create a record and complete the necessary fields.
Some fields are described in the following table.
|
|
Type |
Response Time |
Value |
Enter the recommended time for the escalation and resolution time—for example 4 hours. For more information about recommended times for SLA entitlements, see Table 5. |
Units |
Days, Hours, Percentage, and so on |
Priority |
ASAP, High, Medium, or Low |
Service Hours |
24 hours, 7 days a week |
- Click the Metrics view tab, create a record and complete the necessary fields.
Some fields are described in the following table.
|
|
Type |
Escalation Time |
Value |
Enter the recommended time for the escalation and resolution time—for example, 4 hours. For more information about recommended times for SLA entitlements, see Table 5. |
Units |
Days, Hours, Percentage, and so on |
Priority |
ASAP, High, Medium, or Low |
Service Hours |
24 hours, 7 days a week |
|