Configure Service Quality Plan

Updated on 16 Jul 2025
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The Service Quality Plan contain a strategic and operational details within the Service Quality module of SLA Management. It serves as a formalized plan to define, monitor, and improve the quality of IT services provided to either internal customers or external vendors.

To configure a Service Quality Plan, perform the following steps:

Log in to the application as an Admin.
Navigate to SLA > User > Service Quality > Service Quality Plan.
Service Quality Plan list page is displayed.
Figure: Service Quality Plan
Click + Add New by hovering on the action panel.
You must be able to configure a New Service Quality Plan using this action.
Figure: Service Quality Plan

Enter the details on the Service Quality Plan configuration page.

Figure: Service Quality Plan

For more information, refer to the following Field Description:

Field	Description
Department	Select Department, under which the service quality plan is configured.
Plan Name	Enter Plan Name for the service quality plan. Example: “Q3 Vendor Availability Plan – HR Systems”
Plan Date	Automatically captures the current date and time when the plan is created. This field is read-only and serves as a timestamp for audit and tracking.
Type	Select Type from the dropdown, Defines whether the plan is focused on a Customer facing service or Vendor delivered service. The dropdown displays following values: Customer Vendor
Customer	Select Customer from the dropdown list, the contains all the configured customers.
Workgroup	Select the Workgroup responsible for implementing or maintaining the service quality aspects of the plan.
Plan Details	Enter Plan Details, this describes the objectives, scope, and background of the quality plan.
SLA	Enter a summary or reference to the Service Level Agreement that the plan is supporting or aligned with. Example: “SLA: 99.5% availability for Tier-1 applications”
OLA	Enter relevant details or references to the Operational Level Agreement, defining internal team commitments that support the SLA. Example: “OLA: Tier-2 team must respond within 15 minutes of escalation.”

Availability Requirements

Performance Requirements

Measurement Procedures

Issue Management

The Availability Requirement section of the Service Quality Plan in the SLA Management module defines the key parameters that measure and govern the uptime, reliability, and performance of a service or system over a defined period. It establishes clear expectations for how available a service should be, and outlines procedures to handle any planned or unplanned interruptions.

Figure: Availability Requirements

For more information, refer to the following Field Description:

Field	Description
No. of Interruptions	Enter a value for No. of Interruptions, This is the number of actual or allowed service disruptions within the monitoring period.
Availability Threshold Target	Enter value for Availability Threshold Target. This is the percentage of time the service is expected to be available. Example: “99.9%” means the service can be down for no more than ~43.8 minutes/month.
Scheduled No. of Downtime	Enter a value for Scheduled No. of Downtime. This is the amount of planned downtime allowed for maintenance, upgrades, or patches. This is usually excluded from SLA breach calculations.
Utilization Target	Enter a value for Utilization Target, This specifies acceptable levels of resource usage (example: memory, CPU, network).
Interruptions Procedure (Planned or Unplanned)	Enter a value for Interruptions Procedure. Defines the steps to follow when dealing with both planned and unplanned interruptions.

The Performance Requirements section of the Service Quality Plan defines the technical and operational performance expectations for a service or application. It ensures that a service not only remains available but also performs within acceptable limits under expected workloads. This section focuses on measurable and observable parameters such as system responsiveness, capacity readiness, and workload tolerance.

Figure: Performance Requirements

For more information, refer to the following Field Description:

Field	Description
Required Capacity	Describe the minimum infrastructure or resource capacity needed for the service to operate effectively. This could include CPU, memory, disk, network bandwidth, or concurrent session thresholds. Example: “Requires 32-core CPU, 64 GB RAM, 2 TB SSD storage, and bandwidth of 100 Mbps to support 800 concurrent users.”
Service Usage	Define the expected or permitted usage limits the service must support without degradation. This may include user volume, transaction count, data load, or API calls. Example: “Supports 5000 transactions per hour, up to 1000 concurrent sessions during peak hours.”
Response Time from Application	Specify the acceptable response time for user or system interactions with the application, measured under normal or peak load. Example: “Average page load time should not exceed 3 seconds under peak conditions.”
Response and Resolution Time	Define the expected timelines for IT response and issue resolution in the event of performance degradation, failure, or service interruption. These are often tied to SLA targets. Example: “P1 incidents: Response within 15 minutes, Resolution within 2 hours.”

The Measurement Procedures section outlines how performance, availability, and quality targets defined in the Service Quality Plan will be measured, validated, and reported. This ensures that there is a standardized, transparent, and repeatable approach to monitoring service performance against defined expectations.

Figure: Measurement Procedures

Field	Description
Performance Indicators	List the key metrics or indicators used to evaluate service quality and performance.
Type Measurement Procedure	Describes the method and tools used to collect, analyze, and report the performance indicators.

The Issue Management section of the Service Quality Plan defines the strategies and responsibilities for handling service issues, disruptions, or deviations from expected performance levels. This includes how routine maintenance, major incidents, and preventive actions are addressed to maintain service continuity and quality.

Figure: Issue Management

For more information, refer to the following Field Description:

Field	Description
Maintenance Procedure	Describe the standard procedures for conducting planned or emergency maintenance of the service.
Action Plan in Case of Major Deviation	Specifies the contingency actions and escalation paths to be followed if the service experiences a major deviation from agreed SLAs or quality parameters.
Preventive Measures	List actions or controls put in place to reduce the likelihood of service disruptions, deviations, or recurring incidents.
Contact Person (in Case of Emergency)	Enter Contact Person name who is the primary responsible individual during a service-related emergency.

Click Submit to complete the configuration and for the SQP to reflect on the List page.

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