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Creating and Updating Services › Request SLAs and Calendars › Request SLA

Request SLA

CA Service Catalog supplies administrators with the ability to create request SLAs to monitor whether service options in a request are processed within the time period that you specify for each monitored state. Your SLAs specify time to warning and time to violation for the 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.

For each request SLA, you specify the starting and ending statuses to monitor; the length of time to reach warning and violation thresholds, the expected level of compliance, and related settings. For details about how to specify SLAs, see How to Create Request SLAs.

Setting SLA warning and violation thresholds helps service providers to track the progress of a request. The request SLA data is also stored in the CA Service Catalog database so that it can be included in reports.

The monitoring of time for an SLA warning or violation (SLA time) is started and stopped according the service hours defined by both the outage calendars and the business hours specifications associated to the service. Administrators optionally associate one outage calendar and one business hours specification to each service. During service hours, the SLA time is monitored. During non-service hours, the SLA time is not monitored.

You can optionally specify automated actions to be initiated when a request SLA reaches warning status or violation status. These actions include a pre-defined action for sending email alert messages, as explained in How to Configure Automated Email Alerts for SLA Warnings and Violations.

Note: Request Service Level Agreements (SLAs) are a feature of CA Service Catalog, while Quality of Service (QoS) SLAs are available only if CA Service Catalog is integrated with CA Business Service Insight. The terms request SLA and QoS SLA are used when needed in the documentation to distinguish between the two types of SLAs.