Business Services SLA

[kwenzel]

Hi,

I was looking at the Business Services cmdb item and noticed it has a field named SLA.

If you go to add an item, it will reverence an "Agreement" table with demo data of "Finance 99.99"

I figured that data would be stored in the SLA Definitions table, but not so...

I've tried finding "Agreement" but can.   I'm kinda lost..

Can anyone tell me why Business Services would use a SLA attribute that points to a different table than "SLA Definitions" and also why there are two tables in the first place?

Thanks!

Kris.

[Michael Fry1]

Task SLA's are more about delivery. P1 - 4 hour resolution for that ticket. SLA's on Business Services are about commitments that are tied to that service. Hosted email, SLA (commitment) 99.99% that Email will be available. You can then measure the uptime of that service.

[Garp Pahlow]

I am kinda in Kris' camp on this one.   I can follow what you are saying about task SLAs, but the Business Service Catalog offerings use SLA commitments that point to the regular SLA table (contract_sla).   What is this Assessment table that the Configuration Item table is referencing for the SLA field on Business Service CIs?

[Miriam Berg]

Hi Kris,

To access the Agreement table, write "sla.list" in the filter, There you will see the demo data that you mentioned.

BR /Miriam

[Larry Youngqui1]

And to add to the original question...

Is there any documentation or guidance on the use, configuration, or calculations on the different types of Service Commitments?     That is, how do the different options in the 'Type' drop down list collect the metrics and are calculated/reported?

When selected, the threshold fields are displayed in the form and we obviously understand the intent of each different type.   But I'd like to find documentation on the behind the scenes processing.

The wiki page for Service Offerings describes each with a sentence or two.   Is that the extent of the documentation?     Any further info would be appreciated.

Thanks.

brianmurray