Integrating with CA Oblicore Guarantee › Comparison to Request SLA

Comparison to Request SLA

CA Service Catalog enables administrators to create request service level agreements (request SLAs) to monitor whether service options in a request are processed within the time period that you specify for each monitored state. Your request SLAs specify time to warning and time to violation for a selected service option. A single request SLA specifies the amount of time permitted between specified statuses, for example, the time taken to move from Submitted to Approved or from Approved to Completed.

Request SLAs are a feature of CA Service Catalog, while Quality of Service SLAs (QoS SLAs) are available only if CA Service Catalog is integrated with CA Oblicore Guarantee. You define QoS SLAs in CA Oblicore Guarantee.

The terms request SLA and QoS SLA are used when needed in the documentation to distinguish between the two types of SLAs. The documentation for this integration mostly describes QoS SLAs (contracts) that you administer through CA Oblicore Guarantee.

Request SLAs remain in CA Service Catalog as a time metric during the request life cycle of an individual request. In contrast, QoS SLAs in CA Oblicore Guarantee measure averages and other values for all requests of a specific service during a certain time period, such as one week or one month. Examples follow:

• The average approval time for Desktop procurement service must not exceed 15 calendar days during a single one-month period
• The maximum fulfillment time for the Desktop procurement service must not exceed 20 calendar days during a single one-month period

In addition, CA Oblicore Guarantee also uses QoS SLAs to provide several additional metrics of various types, either during the request life cycle or after it has ended and while the requested service is being delivered. For example, a QoS SLA may stipulate that the service should be available an average of 99% of the time every day. Another QoS SLA may require that the maximum time that a service can be unavailable on any one day is 15 minutes.

Another difference between the two types of SLAs is that request SLAs in CA Service Catalog cover business days while QoS SLAs in CA Oblicore Guarantee cover calendar days.

Note: For details about how to specify request SLAs, see the Administration Guide.