SLA Designer

The scenarios documented for SLA Designer encompass both real-time and hypothetical situations, enabling you to envision how the functionality is put into action, thereby enhancing its relatability and accessibility.

This section comprises of the following use-cases:

• Configure SLA Types

• Create SLA Rules

• Define SLA Values

Configure SLA Types

Goal

Configure SLA Types in the SLA Designer.

Scenario

ACME Company serving over 1000+ customers, faces the challenge of managing a vast array of 800+ software products and 200K+ hardware devices, each with unique support requirements. To ensure high-quality customer service, ACME has implemented three types of Service Level Agreements (SLAs):

• Response SLA

• Resolution SLA

• Workaround SLA

  Note

  Workaround SLA is used when the ticket is under observation after applying the workaround by the support / helpdesk team. Workaround SLA will start from any of the status such as New, Assigned, In progress etc. Upon changing the Status of the ticket to Closed, Resolved or Workaround Provided, Workaround SLA is stopped. Workaround SLA will pause when the Status is Pending. These are conditions are configured in the SLA Rule for Workaround SLA Type.

User Persona

Application Designer

Solution

Configure Three SLA Types namely Response SLA, Resolution SLA, and Workaround SLA in the SLA Designer.

Steps

To achieve this, perform the following:

1. Navigate to Design Studio > Incident Module >  SLA Designer > SLA Type.

2. Select Domain, Sub Domain and Tenant.

3. Click New.

4. Enter the appropriate details in the configuration screen.

   Create Three SLA Types

   • First enter Response SLA and click Submit.

   • Repeat step 1 to 3, enter Resolution SLA and click Submit.

   • Repeat step 1 to 3, enter Workaround SLA and click Submit.
     

   By performing the above steps, you would have created Three SLA Types namely: Response SLA, Resolution SLA and Workaround SLA.

5. Click Submit.

Figure: Add SLA Type

Create SLA Rules

Goal

Create SLA Rule with criteria that contain Customer, Configuration Item (CI) and Priority using the configured SLA Types.

Scenario

By using dot walking, ACME established dynamic SLA policies that adjusted based on Customer type, CI class, and incident priority.

User Persona

Application Designer

Solution

To setup SLA Rules and use dot walking concept to traverse different data tables, integrating information from the User Master, CI Master, and Incident Master tables to create a robust and comprehensive SLA policy.

Steps:

To achieve this, perform the following:

1. Navigate to Design Studio > Select Incident Module >  SLA Designer > SLA Rule.

2. Select Domain, Sub Domain and Tenant under which SLA Type was created.

3. Click New.

4. Enter the appropriate details in the configuration screen.

   

   Figure: Add SLA Rule

   Create SLA Rule

   Create SLA Criteria that includes Customer, CI Details and Priority.

   To configure the SLA Rule, perform the following steps:
   

   1. Enter SLA Rule Name as Customer_Pirority_CI Based SLA and and select Manage Incidents table from the Table dropdown.

   2. Select SLA Type as Response SLA Type. (Repeat this for Resolution and Workaround SLA Types)

   3. Click Next, SLA Criteria stepper is displayed.

      • Use Dot Walking mechanism and establish connection between the following:

        • Requestor and Customer (Requestor.Customer)

        • Priority (Priority)

        • CI Details and SLA Offering (CI_Details.SLA_Offering)
          

          Note

          While using the Dot Walking mechanism, Customer data is taken from the User Master table and similarly CI Details is taken from CI master table. These tables are updated dynamically that enable seamless data integration across multiple tables.

   4. Click Next and complete the Rule configuration by Publishing the SLA Rule.
      

   By performing the above steps, you would have created SLA Rule successfully.

Define SLA Values

Goal

Set SLA Values for the defined SLA Rules.

Scenario

Assign SLA Values for the defined SLA Rules and SLA Types.

User Persona

Application Designer

Solution

Configure SLA Values that serve the purpose for Software SLA Policy and Hardware SLA Policy:

• If the customer is Customer_A using a ACME Server product with Priority P1, the response SLA is 10 minutes.

• If the customer is Customer_A using a ACME Server product with Priority P2, the response SLA extends to 30 minutes.

• Similarly, for Customer B with a ACME Server product and Priority P1, the response SLA is 20 minutes, while Priority P2 requires a 40-minute response.

Hardware SLA Policy:

• For Customer A with a Platinum CI class and Priority P1, the response SLA is 10 minutes.

• For Customer B with a Platinum CI class If the priority is P1, the response SLA is 20 minutes.