Setting service level agreements

Service catalog administrators and internal service supplier administrators can configure service level agreements (SLAs) for a service. The SLA includes 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

1. In BMC Helix Digital Workplace Catalog, go to Services > Services, and open a service.
2. Click Edit next to Service Level Agreement on the Service Options pane.
   
   
   
   
3. Enter a text version in Description field.
   

4. (Optional) Select Add Trackable Metric, which indicate when end users should expect their service requests to be completed.
   You can add multiple metrics, one after the other. 

   1. Select any of the following trackable metrics and complete the corresponding fields:

      Trackable metric	Description	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

      
      The following image shows an example of the Response Time metric:
      
      

5. (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.
6. Click Save.

You can view the SLA reports in BMC Helix Digital Workplace Catalog. For more information, see Reports and analysis of the enhanced service catalog. 

To delete Service Level Agreement (SLA) 

1. In BMC Helix Digital Workplace Catalog, go to Services > Services, and open a service.
2. Click Edit next to Service Level Agreement on the Service Options pane.
3. To remove the link or a document that you added, click the Remove button, as shown in the following image:
   
   
   
   

4. To remove trackable metrics, click the cross icon, as shown in the following image:

   
   
   
   

5. Click Save. 

The SLA is no longer applied when end users request the service. 

Where to go from here

Approving and publishing services