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Workplace Services / Service Desk /Service Desk Manager
Building Operations / On Demand Work / Service Desk Manager
Space Planning & Management / Space Inventory & Performance / Service Desk Manager
Workplace Services / Service Desk /Service Contract Manager
Building Operations / On Demand Work / Service Contract Manager

Procedure to Create a Service Level Agreement (SLA)

The Service Desk Manager and the Service Contract Manager define and review service level agreements (SLAs).

From the Process Navigator, select the Manage Service Level Agreements task to access a wizard for creating or editing an SLA. 

The topic walks you through this basic procedure.

Note: This topic covers the basic procedure for SLAs for the Service Desk, On Demand Work, Clean Building, and Space Planning & Management applications.
The SLA creation procedure for the Preventive Maintenance application is covered in Defining Service Level Agreements for Preventive Maintenance.

1. Start a new SLA or edit an existing SLA .
2. Set basic parameters of the SLA.
3. Set priority levels for the SLA.
4. Set response procedures for the SLA.
5. Set On Demand Work parameters (only for requests whose type is SERVICE DESK-MAINTENANCE).
6. Set optional workflow steps:

• Include an Edit and Approve step for service requests with a Requested status.
• Include approvals for a service request status.
• Include notifications for a service request status.
• Include the option to accept or decline working on a service request
• Include a satisfaction survey for completed service requests.
• Include a verification for completed service requests.

7. Change the default ordering of the SLA (optional).

See also

Understanding Service Level Agreements (SLAs)

SLA Examples