Configure Service Level Specification

The Service Availability section is used to define and track the availability-related targets and expectations for specific infrastructure components that support a service. It captures measurable service-level requirements such as maximum interruptions allowed, acceptable downtime, utilization benchmarks, and notification methods.

By mapping these parameters to specific entities like servers or network components, this ensures that service uptime and reliability are properly governed as per business needs.

Figure: Service Availability

For more information, refer to the following Field Description:

Field	Description
Entity	Select the type of infrastructure entity for which availability is being measured. Dropdown options include Server, Network Device, Network Link. Example: Choose Server to configure availability for application or database servers.
Entity List	Displays available entities based on the selected Entity type.
Service Catalog	Select Service Catalog, it is the associated service from the Service Catalog that this entity supports.
Period	Select Period for service availability measurement from the options: Monthly, Quarterly, Semi-Annually, and Annually. Defines the evaluation frequency for availability measurement. Example: Choose “Monthly” if you want to measure uptime and interruptions on a monthly basis
No. of Interruptions	Enter a value for No. of Interruptions, this specifies the maximum number of acceptable service interruptions during the selected period. Example: Enter "2" if only two unplanned interruptions are acceptable per quarter.
Availability Threshold Target	Enter value for Availability Threshold Target, this is the minimum acceptable percentage of uptime for the selected entity within the defined period. Example: 99.9% monthly uptime means only ~43 minutes of downtime is acceptable per month
Scheduled No. of Downtime	Enter a value for scheduled no of downtime, this is the expected or planned number of downtime events (example: maintenance) within the evaluation period. Example: Enter "1" if monthly maintenance is expected and allowed without impacting SLA compliance.
Utilization Target	Indicates target usage levels of the selected entity, such as CPU, bandwidth, or memory utilization.
Notification Methodology	Describe the Notification Methodology, how and when notifications should be triggered when availability drops below target. Example: Notify IT Ops via email immediately after 2 consecutive failed ping checks.” “Trigger auto-escalation after 10 minutes of sustained downtime.”
Effective Date	The date from which the availability metrics and thresholds become enforceable.

The Performance section in the SLS configuration screen is designed to capture and enforce internal expectations for service quality and operational readiness. This includes how much workload a support function is expected to handle, the application's responsiveness, and how quickly incidents must be addressed and resolved.

These parameters help align internal teams with the agreed performance standards to ensure consistent delivery of services that support the overall SLA targets.

Figure: SLS Performance Configuration

Required Capacity: This defines the minimum capacity (example: resources, personnel, infrastructure) that the operational team must ensure is available to support the service.
Example: 10 agents should be available at all times to handle Level 2 support tickets.

Service Usage: Specifies the acceptable limits of usage or workload the internal team can handle over a specific time frame
Example: 500 tickets per day.

Response Time from Application: Indicates the maximum time the associated application should take to respond to an action or request initiated by the internal team.
Example: Application must respond to data retrieval requests within 2 seconds.

Response and Resolution Times:
Response Time: Time taken by the internal team to acknowledge or begin working on an issue after it is reported.
Example: Acknowledgment within 15 minutes of ticket assignment.

Resolution time: Time by which the issue should be fully resolved and service restored.
Example: Critical issues must be resolved within 4 hours.

The Performance tab ensures the internal operations team is informed about what is expected of them in terms of resource allocation, system response behavior, and turnaround times. Defining these parameters correctly supports effective service delivery, avoids SLA violations, and improves collaboration across service functions.

The Maintenance section in the SLS configuration screen is intended to define SLS and expectations related to planned or unplanned maintenance activities, especially those occurring during emergencies. This ensures that internal teams are aligned on how to respond and act when critical service components require urgent intervention or updates.

By capturing these details within a Service Level Specification, organizations can maintain service continuity, minimize risk, and ensure that emergency actions are authorized and traceable.

Figure: Configure SLS Maintenance

Maintenance Requirements (In Case of Emergency): This field captures the predefined requirements, steps, or conditions under which emergency maintenance can be carried out by the operational team or vendor.
Example: Downtime window allowed only between 10 PM–12 AM with prior 30-minute notice to all stakeholders.

Attachment Upload * : This is a required field that you must upload a supporting document outlining the emergency maintenance process, approvals, contact list, or any contingency plan related to the entry in the text field.
Example: Emergency maintenance standard operating procedure (SOP), Emergency contacts List, Risk assessment or impact analysis report, Downtime mitigation plan or rollback procedure.

The Approvals tab captures a structured, multi-role review process for a Service Level Specification (SLS). Since an SLS can affect different functional domains such as capacity, availability, continuity, finance, and customer operations, it requires formal approval from multiple stakeholders to ensure alignment, feasibility, and compliance.

This section ensures:

Cross-functional validation of proposed service levels
Accountability and traceability
Governance prior to activating the specification

Figure: SLS Approvals Configuration

For more information, refer to the following Field Description:

Field

Description

Approver

Displays the Approver name of based on the selected Service Workgroup.

Approver	Role
Capacity Manager	Name of the capacity manager responsible for validating whether the proposed service levels can be supported based on infrastructure and resource capacity.
Availability Manager Approval	Person responsible for ensuring the proposed availability targets (example: uptime %) are technically and operationally achievable.
IT Service Continuity Manager Approval	The continuity manager who evaluates the SLS for alignment with disaster recovery (DR) and business continuity plans (BCP).
Financial Manager Approval	Finance representative responsible for validating the cost of delivering the service as defined in the SLS.
Customer Approver	The business or customer representative who signs off that the SLS meets their expectations and operational needs.

Status

Select Status option from the dropdown list. Options displayed are as follows:

Approved: To Approve the SLS
Rejected: To Reject the SLS

Remarks

Enter Remarks, this is a field where the approver can provide comments, justifications, or feedback regarding their approval decision.

The Service Composition section is designed to define the building blocks of a service that relies on operational collaboration between internal teams (workgroups). This section captures which internal workgroup is responsible for delivering a part of the service and what operational parameters must be in place for the service to function effectively.

The tab provides flexibility by allowing the configuration to be marked as Internal or External, which adjusts the validation requirements for the fields accordingly. This enables organizations to handle both formal OLA-based services and informal, internal-only dependencies.

Figure: SLS Service Composition Configuration

Internal
External

Internal: Select Internal to configure SLS for Operational Level Agreement.

Figure: Internal

Refer the following table for Field Description:

Field	Description
Internal	When selected, it denotes that the service composition is just internal. All other fields in this section become non-mandatory, allowing for quicker internal configurations without enforcing strict documentation. Example: You can select for, informal service dependencies or internal drafts not yet requiring approval or detailed scope definition.
Service Name	Enter Service Name, it is the name or identifier of the internal service that is being referred to.
Service Provider*	Select Service Provider from the dropdown. The displayed list is the internal team or workgroup responsible for providing the underlying service or operational support.
Operational Level Agreement*	Select Operation Level Agreement. it is the agreement that outlines the responsibilities, timelines, and expectations from the Service Provider
Remarks*	Enter Remarks, you can enter where additional comments, context, or notes about the service composition can be provided.
Required Changes*	Enter Required Changes, this is a field to capture any requested modifications to the existing OLA. If the OLA is not sufficient for the service to be established.
Attachments	Upload file to attach supporting documentation related to the service, workgroup responsibilities, or OLA dependencies. This field is optional.
Fields marked with * Asterisk are Mandatory fields.

External: Select External to configure SLS for Underpinning Contract.

Field	Description
External	The Service Composition section under SLS defines the individual components that make up a service. When the External option is selected, it indicates that part of the service delivery relies on an external service provider (third party or vendor). Ensuring they are properly governed by contractual agreements and aligned with internal SLAs.
Service Name	Enter Service Name, the name of the external service that contributes to the overall service offering.
Service Provider*	Select Service Provider from the dropdown. The displayed list is the external team or workgroup responsible for providing the underlying service or operational support.
Underpinning Contract*	Select Underpinning Contract. It is the reference to the contract or agreement between the organization and the external service provider.
Remarks*	Enter Remarks, you can enter where additional comments, context, or notes about the service composition can be provided.
Required Changes*	Enter Required Changes, this is a field to capture any requested modifications to the existing OLA. If the OLA is not sufficient for the service to be established.
Attachments	Upload file to attach supporting documentation related to the service, workgroup responsibilities, or OLA dependencies. However, this field is optional.

The Financial Details section to captures the cost-related information associated with delivering the operational service defined in the SLS. This section enables organizations to track, manage, and justify internal costs of service provision, which is especially important for budgeting, cost optimization, and internal chargeback or cost allocation processes.

By recording cost types, accounting methods, and currency, this tab helps align financial accountability with service delivery expectations.

Figure: SLS Financial Details Configuration

For more information, refer to the following Field Description:

Field	Description
Cost Type	Select Cost Type from the dropdown list. Categorizes the nature of the cost being recorded. Helps break down service costs into identifiable categories for better tracking and analysis. AMC Cost: Annual Maintenance Contract cost, recurring cost for ongoing support or maintenance services. Base Cost: Standard cost of providing the service without additional overheads or modifications. Cost Increased: Represents any additional or escalated costs due to changes in scope, inflation, resources, etc.
Cost	Enter Cost value, this is the numerical value (amount) associated with the selected Cost Type.
Accounting Method	Enter Accounting Method, this field specifies how the cost is accounted for within the organization’s financial system. Examples: Accrual-based accounting Cash-based accounting Cost Center Allocation Ensures financial records align with organizational accounting policies and reporting frameworks
Currency	Select Currency from the dropdown. The selected value is the currency in which the cost is recorded. Example: INR, USD, EURO, POUNDS
Date	Select Date, this is the date on which the financial entry is recorded or becomes effective.
Remarks	Enter Remarks to capture additional details, context, or justification for the cost entry.

The Target section defines the Service Level performance goals that the service workgroup must meet for incident handling and request fulfillment. It captures measurable targets such as response and resolution times based on different priorities. This ensures that internal service levels are clearly defined and aligned with organizational or customer expectations.

Figure: SLS Target Configuration

Incident Management Targets

This section sets the expected Response and Resolution times for different incident priorities. These targets ensure that critical incidents are addressed faster than lower-priority ones and help track internal compliance with SLA-driven commitments.

For more information, refer to the following Field Description.

Field	Description
Priority	Select Priority from the dropdown. Represents the severity level of the incident (example: Critical, High, Medium, Low).
Response Target	Enter Response Target. The value entered here is represented as % hence, it is the percentage of incidents (of a given priority) that must be responded to within the defined SLA time. Example: For P1 incidents: 95% is the Response Target, then 95% of P1 incidents must be acknowledged within SLA-defined time (example: 15 Minutes).
Resolution Target	Enter Resolution Target. The value entered here is represented as % hence, it is the percentage of incidents that must be resolved within the agreed SLA time. Example: For P2 incidents: 90% is the Resolution Target, 90% of P2 incidents must be resolved within the SLA (example: 4 Hours).
Effective Date	Select Effective Date, specifies from when the Targets become active or enforceable.
	Click Add to save the configuration in the Incident Management Target.

Request Fulfillment Targets

This section mirrors the incident targets but is focused on service requests (example: password resets, access requests, software installations). These targets help manage the delivery expectations of routine service tasks. For Field Description, refer to the Table described above.

Field	Description
Department	Select Department from the dropdown list. It will display a list of Departments based on the configuration under Admin > Basic > Infrastructure > Tenant for which the SLA module will be available.
Customer	Select Customer from the dropdown list. It will display the list of customers based on the configuration under Admin > Basic > Customers > Customer List. Click on the customer icon to view the customer details. Figure: Customer Details Note Based on the selected Department, list of customers are displayed in the dropdown.
Location	Select Location from the dropdown list. It will display the list of locations based on the configuration under Admin > Basic > Infrastructure > Common Masters > Common Master Type.
Date	Displays the system date and time. Example: 2025-07-10 12:42:25 PM
Service Name	Enter the Service Name.
Status	Displays the status of the SLS, following are the other Statuses available after configuration. New - As a new SLS configuration is selected, the status by default is New and field is grayed. Approve - This status is displayed when the SLS is approved from the approver. Publish - This status is displayed If it is ready to publish.
Service Workgroup	Select Service Workgroup, the dropdown list displays all the workgroups under the selected Tenant.
Service Level Manager	Displays the Service Level Manager name, it is displayed based on the service level manager configured for the Workgroup under SLA > Configuration > Service Level Approver.
Service Handling	Select Service Handling from the dropdown list.
Description	Enter a Description about this SLS configuration.
Services Offered	Displays the CMDB list.
Attachment	Upload the files that support Service Level Specifications configuration.

Configure Service Level Specification

Incident Management Targets

Request Fulfillment Targets

What's Next