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This documentation supports the 19.08 version of Service Level Management.
To view an earlier version, select the version from the Product version menu.

Follow the Sun use cases

Consider the following use cases to see how a service target can reference:

  • Two business entities
  • Business entities on different servers on different machines.

Scenario 1: Service target referencing two business entities

  • Business Entity 1 is available from 8:00 to 16:00 Monday to Friday.
  • Business Entity 2 is available from 18:00 to 02:00 Monday to Friday.
  • The Operational Level Agreement (OLA) service target has an 8 hour resolution goal time.
  • The orange line shows the timeline for the SLA and the green line shows the timeline for the OLA.

The following image explains the timeline for scenario 1:

  1. At 12:00 a request is submitted in California. The due date for the OLA is calculated at 12:00 the next day in Business Entity 1.
  2. At 16:00 the request is reassigned and Business Entity 2 is now referenced by the OLA. The OLA goal time is recalculated to 22.00 hours on the same day. The time spent on the OLA in Business Entity 1 is calculated.
  3. No operating business hours, no time is used in calculations.
  4. At 18:00 the service target starts to be tracked in Business Entity 2 for the OLA.
  5. At 24:00 the request is resolved and the OLA is completed. The total time spent on the request was 10 hours for the OLA (4 hours Business Entity 1 + 6 hours Business Entity 2). The OLA goal is not met. You can reevaluate your commitment to OLAs to ensure you can meet your SLAs in the future. In our scenario having two shifts enabled the SLA to be met.

Scenario 2: Service target referencing business entities on different servers on different machines

  • Server 3 in Seattle has Business Entity 3 configured (8:00 to 18:00 Monday to Friday Pacific Standard time).
  • Server 4 in England has Business Entity 4 configured (8:00 to 16:00 Monday to Friday, England-Greenwich time).
  • Server 5 in Singapore has Business Entity 5 configured (9:00 to 19:00 Monday to Friday Singapore time).
  • An Operational Level Agreement (OLA) service target has a 20 hour resolution goal time.

    The following image explains the timeline for scenario 2:
  1. At 14:00 a request is submitted in Seattle. The due date for the OLA is calculated to be 16:00 in two days using Business Entity 3.
  2. At 18:00 the request is reassigned and Business Entity 4 is now referenced by the OLA. The OLA goal time is recalculated and the time spent on the OLA in Business Entity 3 is calculated.
  3. No operating business hours, therefore no time is used in calculations.
  4. At 08:00 the service target starts to be tracked in Business Entity 4 for the OLA.
  5. At 16:00 the request is reassigned and Business Entity 5 is now referenced by the OLA. The OLA goal time is recalculated and the time spent on the OLA in Business Entity 4 is calculated.
  6. At 09:00 the service starts to be tracked in Business Entity 5 for the OLA.
  7. At 13:00 the request is resolved and the OLA is completed. The total time spent on the request was 16 hours for the OLA (4 hours Business Entity 3 + 8 hours Business Entity 4 + 4 hours Business Entity 5).

In this scenario both the OLA and the SLA were met, but having three shifts enabled the customer commitment to be completed much earlier.

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