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. For more information, see Defining-service-targets.

To relate service targets to agreements

1. Log on to the Service Level Management Console.
2. On the Agreements tab, click Create.
3. On the Related Service Targets tab, 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.
4. 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.
5. Click Relate.
6. In the Searching for Service Targets dialog box, enter search criteria for the service target you are looking for and click Search.
7. 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 Service target weights.
8. Click Relate Selected Record to relate a service target to the agreement.
9. 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. On the Agreements tab, select an agreement and click the Related Service Targets tab.
3. In the Related Service Target table, select a service target.
4. Click in the Weighted Value column and type in your new value.
5. 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. On the Agreements tab, select an agreement and click the Related Service Targets tab.
3. In the Related Service Target table, select a service target.
4. Click Unrelate.

Service target weights

When defining an agreement, you enter a number between 1 and 20 for each related service target. The higher the number, the more value the service target has when the compliance is calculated. The default is 1. The system evaluates the service targets and their weightings, and assigns each service target a weighted contribution percentage. This allows an Urgent priority service target to be more important than a Low priority service target. 

The weighted contribution percentage is calculated by dividing the service target's weighting by the total weight of all service targets. The system calculates the weighted contribution dynamically based on the relative importance of each service target. The following tables show an example. 

The following table explains the weighted contribution percentage calculations.

To calculate the agreement compliance, the service target weighted contribution percent is multiplied by the service target performance percent for the review period.

The following table explains the calculation of agreement compliance.

If no measurements exist for a service target for the review period, the service target weighted contribution is considered to be 100 percent. If you want all the service targets to be weighted the same, give them all a weighting of 1.