Service Level Approver

The Service Level Approver configuration in the SLA Management module allows administrators to define the set of authorized managerial approvers responsible for reviewing and validating service-level components such as SLAs, OLAs, SIPs, or Underpinning Contracts.

To configure Service Level Approver, perform the following steps:

1. Log in to application as an Admin.
   

2. Navigate to SLA > Configuration > Service Level Approver.
   Service Level Approver List page is displayed for the selected Department.
   

   Figure: Service Level Approver List
   

3. Click +Add New by hovering on the action panel.
   This enables you to configure a new Service Level Approver.
   

   Figure: Service Level Approver
   

4. Enter appropriate details in the required fields on the Service Level Approver configuration page..
   

   Figure: Customer Approver
   
   For more information, refer to the following Field Description.

   Field	Description
   Workgroup	Select Workgroup from the dropdown. This is the internal functional team or support group to which this approver configuration will apply.
   Service Level Manager	Select Service Level Manager, this user is responsible for overall SLA definition, governance, and compliance tracking. This is the primary owner of service level commitments.
   Capacity Manager	Select Capacity Manager, this is the user accountable for ensuring sufficient resource capacity (CPU, storage, bandwidth, etc.) to meet service performance goals.
   Availability Manager	Select Availability Manager, this user is responsible for maintaining high availability of services and reducing unplanned downtime.
   IT Service Continuity Manager	Select IT Service Continuity Manager, this approver is responsible for validating business continuity plans (BCP) and disaster recovery (DR) alignment within the SLA.
   Financial Manager	Select Financial Manager, this user is responsible for reviewing cost components and budgeting of the SLA.
   UC Manager	Select UC Manager, this person responsible for third-party contract alignment. Ensures that external vendor agreements (UCs) support internal SLAs.
   Active	Select to mark this configuration as Active or inactive. When active, this approver mapping is used in workflow approvals; if unchecked, it’s ignored.

5. Click Submit to add the configuration on the list page.