Relating service targets to an agreement

You can relate service targets to an agreement and weight them so that more important service targets are more significant when calculating the agreement compliance. You can also undo the relationship between service targets and agreements by unrelating the service target.

If you have already created an agreement and need to relate additional service targets or unrelate service targets, do so at the beginning of the review period. When you unrelate a service target, the compliance for that review period takes into account only those service targets that are still attached to the agreement. When you relate a service target, it is assumed that the service target is related to the agreement for the entire review period.

If you want to relate or unrelate a service target during a review period, copy the agreement and modify it so that the addition or subtraction of the service target applies to the new agreement.

Before you begin

Create service targets before relating them to the agreement.

To relate service targets to agreements

1. Log on to the Service Level Management Console.
2. Click the Agreements tab and click Create.
3. Click the Related Service Targets tab.
4. In the Compliance Target field, enter a percentage compliance target that must be met over time for the agreement to be considered compliant.
   For example, 98 percent.
5. In the Compliance At Risk field, enter a percentage value at which you would consider the agreement to be at risk of not reaching the compliance target.
   For example, if your compliance target is 98 percent, you might consider the target to be at risk when data indicates a 99 percent compliance.
6. Click Relate.
7. In the Searching for Service Targets dialog box, enter search criteria for the service target you are looking for and click Search.
8. Select a service target and enter a value in the Weighted Value field to determine the relative importance of the service target goal to the overall agreement. The default is 1.
   For more information, see Weighting-of-service-targets-when-defining-an-agreement.
9. Click Relate Selected Record to relate a service target to the agreement.
10. Click Close to return to the Agreements form.
    The related service target is listed in the table showing the title and the weighted value.

To edit the weighted value of a service target

1. Log on to the Service Level Management Console.
2. Click the Agreements tab and select an agreement.
3. Click the Related Service Targets tab.
4. In the Related Service Target table, select a service target.
5. Click in the Weighted Value column and type in your new value.
6. Click Update Percentage. The value in the Weighted % column adjusts accordingly.

To unrelate a service target

1. Log on to the Service Level Management Console.
2. Click the Agreements tab and select an agreement.
3. Click the Related Service Targets tab.
4. In the Related Service Target table, select a service target.
5. Click Unrelate.