Implementing Policy › Service Level Agreements › SLA Usage

SLA Usage

In CA SDM, you set up service level agreements (SLAs) using service types and events to do the following:

• Use events to monitor tickets.
• Use service types to track vendor and organization commitments and schedules as they relate to specific tickets.
• Establish date and time controls for processing events and service types.

CA SDM lets you design and use SLAs as follows:

• SLAs for multiple organizations—You can assign different Service Types for each reference field depending on the affected organization of the ticket. For example, the Service Type for a Priority 1 ticket may be different for Organization A than Organization B.
• Multiple SLA Tracking—A ticket can track several Service Types at once, ensuring all aspects of a negotiated SLA are visible.
• Time to Violation Projections—A subsystem that constantly monitors tickets in CA SDM, and records when their SLA enters violation based on its current state.
• SLA Violation Cost—This Service type field helps with metrics and determining the severity of open tickets.
• Service Types on Tasks—Service Types are available on workflow tasks.
• Service Targets—Service Types may also have one or more Service Targets for measuring whether the required service or repair completed within the required time frame.