How to SLA management

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Overview

This is an example of creating and managing a BSM group.

Steps

How To Create a New SLA

A Service Level Agreement (SLA) contains a calendar to manage holidays such as Easter and Christmas for an associated location, and an operation time for the system operator or user of the SLA. The configuration for the calendar is managed in the Holidays and Calendar option, and set up for operations time in Operation Time.

1. Select Business > SLA Management > SLA.
2. Select Create. Enter a description, select a calendar for the appropriate location, and an operation time for the new SLA, when finished select Create.
   
   Figure: Creating an SLA
   

How to Manage Calendars

The Calendar option enables you to manage calendar events including holidays that land on the same date every year and moving holidays. Configuration for the calendar holidays is managed in the Holidays option discussed next.

1. Select Business > SLA Management > Calendar.
   • To edit an existing calendar, select the edit icon at the end of the corresponding row. When finished select Save.
   • To create a new calendar select Create. Using the Shift and Ctrl keys, scroll through the options and select the appropriate repeating holidays and moving holidays for the SLA, when finished select Create.
     
     Figure: Managing Calendars
     

How to Manage Holidays

The Holidays option enables you to manage calendar holiday information such as day, month, description, and year. Holidays include holidays on same date every year and moving holidays which have a different date every year.

1. Select Business > SLA Management > Holidays.
   • To edit an existing holiday, select the edit icon at the end of the corresponding row.
   • To create a new holiday select the Create button for the corresponding type of holiday. These lists will show up when using the Calendars option.
     
     Figure: Managing Holidays
     

How to Manage Operation Time

Operation Time allows you to set a system period during which a system should work in a manner acceptable to the operators and users.

1. Select Business > SLA Management > Operation Time.
   • To edit an existing time, select the edit icon at the end of the corresponding row.
   • To create a new operation time select the Create button and enter the time (military) for each day to be included in the operations time. You can also type at the top of each column to search and sort for specific times. These time will show up when creating a SLA.
     
     Figure: Setting Operation Time
     

How to Manage Contracts

Contracts is the location where you enter the items to be measured and their target availability with is associated with a SLA.

1. Select Business > SLA Management > Contracts.
   • To edit an existing item, select the edit icon at the end of the corresponding row.
   • To create a new item select the Create button and enter the contract information. Description is the name of your contract item, Host and Service are your items to be measured, and the Target Availability is an agreed upon percentage targeting the availability of the measured items, e.g. localhost has a 98% target for availability.
2. The contract items are then associated with a defined SLA and therefore bundling a contract item, with holidays, and operation time.
   
   Figure: Defining SLA Contracts
   

How to Manage Downtimes

The Downtimes option is for SLA relevant downtimes, meaning only those downtimes that will affect the SLA reporting.

1. Select Business > SLA Management > Downtimes (SLA Relevant).
   • To edit an existing scheduled downtime, select the edit icon at the end of the corresponding row. When finished select Save.
   • To create a new downtime select the Create button and enter a start and time, a description of the downtime, and an associated contract item. When finished select Create.
     
     Figure: Managing SLA Downtimes