About Service Level Agreements
Service Level Agreements - Concepts
SLA
Sub SLA
Cost periods
KPI (Key performance indicator)
SLA search priorities
SLA scope
SLA contract lines
Validity calendar
SLA Management in PMFS
Configuring SLAs - Supporting data
Defining SLA search priorities
Adding an internal or external service
Adding an internal or external SLA
Adding a sub SLA
Linking contract line(s) to SLAs
Defining cost periods and costs
Adding cost periods
Adding estimates
Adding actual costs
Adding labor hours
Importing standard requests
Importing standard work orders
Preparing SLAs - Contracts
Adding SLA contract lines
Copying SLA cost lines
Applying SLA costs
Aggregating contract line costs
Aggregating contract line costs using consecutive periods
Aggregating contract line costs using identical periods
Adding SLA scope records
Copying an SLA scope
Retrieving services and SLAs
Working with SLAs – Work Orders
Applying SLAs to requests/orders
Finding an applicable SLA
Finding an applicable (sub)SLA
Setting an order in Wait status
Assigning an 'Actual' status to an order
Example of a complex SLA scenario
Scenario for calendar configuration
Configuration of 24/6 SLA calendar
Configuration of 24/6 SLAs
Outcome of configuration scenario
Service Level Agreements - Frequently asked questions
Service Level Agreements - Field Descriptions
Internal or external SLA - Fields
Cost periods - Fields
Adding actual costs - Fields
Estimates - Fields
Labor hours - Fields
SLA search priorities - Fields
SLA scope fields
SLA related fields on requests/orders