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Establish Relationships

The SLM structure is determined by the relationships established between services, contracts, and SLAs. The contracts are described in a separate article Contracts.

Services​

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Role required: service_owner.

For information about the Service Portfolio and how to create services, see Service Portfolio Management and Manage Services, respectively.

To set up a relationship between a service and an SLA, follow these steps:

  1. Navigate to Service Portfolio → Service Catalog (for an active service) or Service Portfolio → Service Pipeline (for an inactive or new service).
  2. Open the required service record and fill in the following fields.
  3. Click Save or Save and exit to apply the changes.
FieldMandatoryDescription
Service typeY

Specify the service type. Available options:

  • Business – this service is provided on a business level.
  • Operational – one of the company's departments delivers this service.
  • Underpinning – this service is provided by the third party.
  • Request – this is a sub-service within a business service in accordance with the specific typical request.
Service specificationYDefine internal and external articles created in the Knowledge Base, such as SLA records, service descriptions, and other articles related to the service.

SLA articles​

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Role required: service_catalog_manager or service_owner.

SLA articles contain formal documented agreements signed by the service supplier and the customer in relation to a particular service. They are stored in the Knowledge Base.

To create an SLA article, follow these steps:

  1. Navigate to Knowledge Base → All Articles.
  2. Click New and fill in the form. For the description of all the fields, see the Content Item form fields section in the Knowledge Base article.
  3. In the Content item class field, select SLA, OLA, or UC. In the Body field, provide the content for the SLA.
  4. Click Save or Save and exit to apply the changes.