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.
Required license
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.
- In the Delivery estimate field, specify the delivery time in days, hours, or minutes. This field defines the expected time required to fulfill a service request and provides a standardized way for catalog administrators to communicate service timelines to users.
Important: The duration must include only business days. For example, if the delivery estimate is two working weeks, specify 10 days as the value.
(Optional) Turn on the Show to requestors toggle to make the delivery estimate visible to end users.
When enabled, the estimate is displayed as “Typically takes” on the service catalog and checkout pages.
Important:- For upgraded services where Provisioning Time was previously defined, this toggle is enabled by default.
- For new services, enabling this toggle is optional.
- When the toggle is disabled, the Delivery Estimate field remains hidden from end users but is still used internally for SLA calculations and service logic.
- Enter a text version in the Description field.
- 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)
- In BMC Helix Digital Workplace Catalog, select Services > Services, and open a service.
- Click Edit next to Service Level Agreement on the Service Options pane.
- To remove the link or a document that you added, click the Remove button, as shown in the following image:
To remove trackable metrics, click the cross icon, as shown in the following image:
- Click Save.
The SLA is no longer applied when end users request the service.
Where to go from here