Vendor Management and SLA's

[Lucien1]

Good morning all,

I have gotten our SLA's working perfectly with all our tickets but now the next step is creating the Vendor SLA's (OLA) which is easy once you understand the basics.

The thought that this idea have is a bit more creative. As an administrator, I don't want to have to worry about managing each SLA for each vendor so I want to empower the vendor managers to select what the SLA's are from a drop down linked to generic SLA's.

Each vendor has 5 priorities and just in our United Kingdom IT, we have over 20 vendors That makes 5 x 20 = 100 SLA's.

This route I will give each priority 5 options, (to start with). That makes 5 x 5 = 25 SLA's

This is a far more manageable within the definitions than having 100 for the vendors only.

As per the screenshot that I have added, I have created a P1 SLA and added some random data. Most of our vendor SLA's are the same.

The problem I am having is that I can't seam to work out how I can get this to work and I don't want managers to have the ability to change SLA definitions. This way I look after the definitions and they look after vendors.

Has anyone done this or does anyone have any thoughts regarding this?

Thanks,

Lucien

[marcguy · Accepted solution]

Have you looked at the contract sla plugin? this allow you to define contracts making it easier to manage lots of SLAs as the vendors can just have a specific contract and I would imagine some would have the same contract?

http://wiki.servicenow.com/index.php?title=SLA_Contract_Add-on

It may help you.

[Lucien1]

Hi mguy

Thank you for the quick reply to this. At the moment we don't have the plugin installed on any of our instances so I can't try this but reading up on this it looks like it might work. Is there a way I can enable this plugin in demo.servicenow.com to test this out?

Thanks,

Lucien

[marcguy]

if you go to demosandbox that allows you to be admin there and you can install the plugin

[Lucien1]

Thanks mguy

I am going to try this now and see what I can do and if this sorts out. If it does, beer on me 🙂