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How to implement SLA to Contract using CSDM best practices

Elaine Hasebe
Tera Contributor

4 weeks ago

The cenary is :

Nowdays in Catalog items it's been used the SLA definition rules based in assignment groups, and the goal is use Contract , and those  contract would have one or more groups associated , how is the best way to make this with CSDM? 

 

 

Thanx ur help.

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Mathew Hillyard
Mega Sage

3 weeks ago

Hi @Elaine Hasebe,

SLAs belong within Service Offerings.

 

SLAs Definitions are used to track commitments to deliver a service.

 

Contracts are related to SLA Definitions via records in the Contract SLA table.

 

The Agreement table contains the calendar schedule, response time, availability percentage and is related to Services. This is intended to be the top level commitment, rather than the individual commitments in a Service Offering (see below).

 

Service Offering records contain a reference to a Contract, an Agreement and a related list of Service Commitments, which contain the individual commitments (e.g. different levels of service for a Priority 1 incident, or for VIP users).

 

I hope this helps!

Mat