User Guide › Service Level Management › Contracts › How to Create Contracts › How to Create a Contract from a Template Library › Creating a Contract Based on a Service Level Template

Creating a Contract Based on a Service Level Template

You can create a contract based on metrics from a service level template. When creating a new contract based on a service level template, you can copy one or more service level templates, services and metrics to the contract. For example you can use a service level template called Help Desk, which has a number of metrics: Acknowledgment on Time, Overall Resolution on Time, Assignment on Time and so on. You can choose which of the metrics you want to include in the contract.

The relation between the service level template and the contract is maintained.

The metrics in the service level template are given the time zone that you define in the contract.

Metric-level parameters that did not have a value in the service level template are empty in the contract.

In most cases, service level template level parameters become contract level parameters in the contract. Service level template level parameters that are referenced from the selected metrics are copied into the contract.

If the Cluster Base Group was empty in the service level template, it remains empty in the contract.

When adding metrics to an existing contract, if the contract includes fee per seats for its services, the newly attached services have empty fee per seats.

Follow these steps:

1. In the Contracts page, click Add New, Using Libraries, Based on Service Level Template.

   The Contract Wizard page opens.

2. Select the contract party and effective dates for the new contract.
3. Click Next.

   The Select from service level template step opens.

4. In the right pane, perform a search for a specific metric using the search mechanism. Once the desired metric is located, double click it to select.

   -OR-

   In the left pane, click to expand the Template Libraries and/or Template Folders to locate the desired metric. Once the desired metric is located, click on it to select.

5. When selecting individual metrics, mandatory metrics must be selected. Click Get Mandatory to select all mandatory metrics under each service level template that was used.

   Note: The objective statement associated with each metric can be displayed by pressing .

   If mandatory metrics exist, but were not selected a confirmation dialog box opens when clicking Next. Select the appropriate choice and click OK.

   Select Keep the original services to apply the selected metrics with their services.

   -OR-

   Select Attach all metrics to this service and click Search to find and select the services to which the metrics should be applied. Click Add New to add a new service.

   Note: The Keep original services and Attach all metrics options are only available when CA Business Service Insight is configured to allow services to be overridden (under Administration, Site Settings, Advanced, Contract).

6. Click Next.

   The Details step containing the information from the service level template opens.

7. Modify the contract as desired. For more information, see Creating a Contract from Scratch.
8. Click Back to return to the previous step.
9. Click Cancel to discard changes and return to the previous page.
10. Click Save and Next.

    The contract is saved and the Edit Parameters step opens.

    Note: At this point, the contract is created and saved and you can exit out of the wizard. The next steps can be performed by editing the contract at a later stage as well.

11. Click Add Parameter to create parameters. For more information, see Adding Parameters.
12. Click Order Parameters to set the order of the parameters. For more information, see Ordering Parameters.
13. Click Save and Next.

    The Summary step opens.

14. In the What's next box, click on a desired choice or click Done.

    The Contracts page opens showing the added contract.