Open topic with navigation

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

Setting Basic SLA Parameters

Once you start a new SLA, or choose an SLA to edit, the system presents the basic properties of the SLA. 

You can make the SLA as specific or general as you need by completing the Request Parameter options. You must minimally complete Request Type.

If you are creating a general SLA for a request type to be used throughout the company,you can complete Request Type and leave all other options blank. This makes all requests of this request type follow the exact same process.

You can specify service actions for particular staff, locations, equipment, problems, and organizations by completing the appropriate fields. For example:

• If the SLA applies only to a specific site or building, enter this in the location fields.
• You can define an SLA for the general copying needs of all staff, but define a specific SLA for the copying needs of a top executive by choosing the executive from the Requestor list.
• Maintenance to a computer equipment room may have its own SLA given the importance of this room to the overall operations of the company.
• For SLAs of the request type SERVICE DESK - MAINTENANCE, you will also want to complete the Problem Type field, to indicate the type of maintenance problem to which the SLA pertains, such as a leak, spill, or preventive maintenance.
• Additionally, the Problem Types table includes actions that you may want to take when using the Clean Building application, such as abatement, inspection, or sampling. These problem types include the preface CB|, such as CB|INSPECT. Also note that the Problem Types table includes records describing hazardous substances, such as lead and radon.You can create SLAs for hazardous substances; however, when working with the Clean Building application, you will be limited to selecting Service Request types for Clean Building actions (those with the prefix CB|).

Note: If an existing SLA has the same request parameters as those that you have entered, the system will notify you and will present the existing SLA so that you can edit it.

Note: Each request type should have a "default" or "catch-all" SLA. This SLA should have no other request parameters but the request type, and should have an ordering sequence of 1. Creating this default SLA ensures that every request created can be matched to an existing SLA. For example, if for a furniture request type you have very specific SLAs for certain rooms and personnel, but you have no SLA for general furniture requests that do not pertain to these rooms and personnel, the system will not be able to process these general furniture requests and will generate errors. Defining a general furniture SLA with no other request parameters ensures that the system can process all furniture requests.

Next 

After entering the basic request parameters, click the Next button to  Set Priority Levels for the SLA.

Back to the Overview

Go back to Procedure to Create an SLA.