Establish Relationships
The SLM structure is determined by the relationships established among IT services, contracts, and SLAs. The contracts are described in a separate article Contracts.
IT 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 an IT service and an SLA, follow these steps:
- Navigate to Service Portfolio → Service Catalog (for an active service) or Service Portfolio → Service Pipeline (for an inactive or new service).
- Open the required IT service record and fill in the following fields.
- Click Save or Save and exit to apply the changes.
Field | Mandatory | Description |
---|---|---|
Service type | Y | Specify the agreement type between the service supplier and service customer. Available options:
|
Service specification | Y | Define internal and external articles created in the Knowledge Base, such as SLA records, service descriptions, and other articles related to the IT 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:
- Navigate to Knowledge Base → All Articles.
- Click New and fill in the form. For the description of all the fields, see Article form fields.
- In the Content item class field, select SLA, OLA, or UC. In the Body field, provide the content for the SLA.
- Click Save or Save and exit to apply the changes.