This section describes the tables that control the functioning of service level management in Agiloft.  There is additional discussion about how SLM is applied throughout the request tables, particular in the sections on Service Requests and Incidents.

The main tables related to Service Level Management are:

SLAs

This table holds a record for each negotiated Service Level Agreement between the IT department and its customers.  SLAs are made available to one or more SLA Customer Groups.  Each user is assigned to an SLA Customer Group and that defines the set of services available to that user.

SLA Targets

This table holds a target record for each combination of SLA, Priority, and Request type that defines the expected Response Time, Warning Time, and Resolution time.  Targets are applied to specific service requests or incidents based on the SLA and the priority of the request or incident, and then are used to manage escalation and notifications.  Each SLA has multiple targets.

Underpinning Agreements

This table holds a record for each Operational Level Agreement or Underpinning Contract between the IT Department and individual internal teams or departments and/or external service providers.  These records detail the scope of the service to be provided, the team responsible for providing the service, and any specific task templates to which the OLA or UC will apply.  It will also have multiple OLA Targets, for every combination of priority available for the tasks to which the Underpinning Agreement will be applied.

OLA Targets

This table holds a target record for each possible priority for the tasks that will be assigned to an UA.  The OLA Target will be applied when tasks are created and assigned to set the due date, warning date, and response date for the task, so the performance can be measured against that target.

SLA Customer Groups

This table holds a record for each set of users who will have specific SLAs negotiated on their behalf.  All customer groups are linked to any SLAs whose Type is Corporate, while Service-Specific or Customer-Specific SLAS may be created and assigned to just one or more SLA Customer Groups.

Surveys

Surveys are sent out with every service request and incident with a very simple questionnaire and the information is gathered to assist in measuring service quality.

Service Improvement and Quality Plans

This table holds records for service improvement plans and service quality plans.  These records can be linked to the CSI register and to customer surveys for further support.

CSI Register

The CSI register acts as a log for gathering service improvement information and opportunities.  CSI records can be linked into the Service Improvement and Quality Plans.