Setting service level agreements

Service catalog administrators and internal service supplier administrators can configure service level agreements (SLAs) for a service. The SLA section is where you include optional information to capture the terms of service agreed upon by an organization and the service supplier who provides the service.

Before you begin

Create the service, as described in Adding-and-updating-services.

To add Service Level Agreement (SLA) information

In BMC Helix Digital Workplace Catalog, go to Services > Services, and open a service.
Click Edit next to Service Level Agreement on the Service Options pane.
Enter a text version in Description field.
(Optional) Click Add Trackable Metric, and select a value, and then complete fields as required.
(Optional) If required according to your legal statement, attach a digital copy of the SLA as a file, or provide a link to an online SLA copy.
Click Save.

Metrics to track service fulfillment

The following metrics indicate when end users should expect their service requests to be completed.

Trackable metric	Comments	End-user visibility
Provisioning Time	Specified in days, hours, or minutes. Note: The duration must include only business days. For example, if the provisioning time is two working weeks, specify 10 days as the value.	Yes
Service Availability	Promised reliability and quality of service, with a description and a measurable percentage.	No
Response Time	Expected time to receive a response from support. Four severity levels can be monitored: Low, Medium, High, and Critical.	No

Required licensing

SaaS subscribers who use BMC Helix ITSM or BMC-Helix-Virtual-Agent-Basic-service are entitled to this feature.

Where to go from here

Approving-and-publishing-services