Working with agreements

Service desks use agreements to measure how quickly the service desk staff is responding to or resolving incidents. IT Operations use agreements to measure the performance of systems and components.

See the following topics for more information about how to define, create, and configure these agreements using the Service Level Management Console:

• Overview of agreements
• Implementing and negotiating agreements
• Defining agreements
• Relating service targets to an agreement
• Specifying penalties and rewards for an agreement
• Creating milestones for an agreement
• Creating milestone actions for an agreement
• Relating attachments and contracts to agreements
• Logging changes to an agreement using the audit trail
• Configuring agreements