SLA and OLA


Different agreements signed by the IT Department are defined in the same reference table:

Definition
  • SLA (Service Level Agreement): Signed with customers, used to calculate the target resolution date for an incident, service request, change request, or investment request using its Support start date. SLAs are also used to measure the effectiveness and responsiveness of the IT Department and its service providers.
  • OLA (Operational Level Agreement): Signed with service providers, used to calculate their target intervention date using the date on which the action was transferred to them. They are applied to workflow steps. When these agreements are signed with external service providers, they are named UC (Underpinning Contract).
EndDefinition
Open url.png See Diagram

SLA Life cycle EN.png



The three types of agreements take into consideration the service hours of the IT Support team and its service providers as well as public holidays. They can also be overridden during critical periods for the organization.

Notes

  • Calculated priority of an incident/request = Impact + Urgency - 1
  • SLA application rules.  Open url.png  See the example.
    • For an incident, several SLAs may apply depending on different criteria: category, type of equipment, urgency level, location, department, VIP level of the recipient, equipment, critical level of the equipment.
      • To calculate the target resolution date, the most restrictive SLA, i.e. the one with the shortest resolution time, will be applicable.
      • You can define an SLA by priority in the SLA Priorities reference table. In this case, if the calculated priority of an incident corresponds to a Priority/SLA combination defined in this table, then the SLA associated with the priority will be applied instead of the most restrictive SLA.
    • For a service request:
      • The SLA applied to a service request is the one associated with its category.
      • An SLA by priority can be defined in the SLA Priorities reference table, provided the Other Parameters {SM} Use SLAs by Priority for Services option is enabled. In this case, if the calculated priority of a request corresponds to a Priority/SLA combination defined in this table, then the SLA associated with the priority will be applied instead of the SLA of the category.
    • For a change request, investment request or problem:
      • The SLA applicable is the one defined for the category of the object.
      • No SLA by priority is applicable.
  • An OLA can be associated with a group of Support persons. In this case, it is used to define the target intervention date of this group for actions transferred outside the workflow (escalation or redirection).
  • Rules for calculating time to solve and late incidents. Open url.png  See the example.
    • Calculations are automatically run once the incident is closed.
    • Time to solve = Duration of the incident (time between the creation date of the quick call and the end of the incident, entered by the Support person) - non-working time in the SLA calendar (time outside the service hours of the IT Department and public holidays)
    • Late = Time to solve - SLA maximum time. If the difference is negative (i.e. incident processed before the end of the SLA maximum time), the value 0 is displayed (not late).

Best Practice big icon.pngBest practice

  • Before defining an SLA/OLA, you should define service hours, public holidays and lists of public holidays in the reference tables.
  • Give the SLA a descriptive name so that you can identify it easily with the speed of intervention required. If there are two SLAs/OLAs of the same duration for two different geographical areas, you should specify the geographical area in the name.
             Example documentation icon EN.png  8 hours USA and 8 hours France
  • Because no consistency control will be performed automatically, you must ensure that the sum of OLA deadlines does not exceed the SLA deadline if successive actions are required.

Screen description

SLA.png

Menu access: Operation / Transition > References > SLAs

Description: Description of the SLA/OLA.

Service Hours: Used to indicate working days or periods taken into account in the calculation of the target intervention time.

  • For SLAs: Working hours of the IT Department.
  • For OLAs: Hours during which service providers can intervene.

   Example documentation icon EN.png

  • IT Department service hours: from 9 am to 6 pm
  • Service provider service hours: from 8 am to 8 pm

Time Period (Hours): Target intervention time defined in the agreement.

  • For SLAs: Deadline of the IT Department for processing an incident/request.
  • For OLAs: Deadline of service providers for performing the workflow step for which they are responsible.
     

Holiday List: Used to indicate the non-working periods taken into consideration when calculating the target intervention date using the list of public holidays defined for the current SLA/OLA.

  • The target intervention or resolution date is automatically pushed back to the next working day.
     

If the Request was entered before: Cut-off time prior to which an incident/request must be declared to the IT Department in order to benefit from faster intervention. In this case, the standard speed of intervention is replaced with a new one at D+1 calculated using the OLA Target and Before fields.

  • The date and time are displayed in the time zone of the recipient.

   Example documentation icon EN.png  Request is submitted before 1 pm ==> Intervention on the same day before 6 pm
 

OLA Target: Day the incident/request is processed, provided it is declared before a specific cut-off time.
    Example documentation icon EN.png  The same day, the next day
 

Before: Cut-off time prior to which the IT Department must process an incident/request declared within the time limit, taking into consideration the intervention date.

  • The date and time are displayed in the time zone of the recipient.

List of tabs

Overridden SLA: List of overridden periods during which the current SLA is replaced with another. These can be one-off or recurrent periods, over one or more years.
    Example documentation icon EN.png  

  • One-off periods: At the end of the year, from December 28 to 31
  • Monthly periods: The last days of every month, from 28 to 31
  • Periods overlapping two years: From December 20 to January 15
  • To specify a monthly period, enter the value 0 in the Month starting the Period/Month ending the Period fields.
             Example documentation icon EN.png  Recurrent month-end period from 28 to 31 ==> 28.0 to 31.0
  • Periods can overlap.
  • The overriding SLA can also be overridden by another.
  • When a deadline of D+1 is defined for the overriding SLA, it replaces the current one.

Procedure and Wizards

How to override an SLA/OLA

1. To indicate faster intervention for an incident/request reported before a cut-off time: 

  • In the Details tab, specify the If the Request was entered before, OLA Target, and Before fields.

2. To indicate a critical period: 

  • Select the Overridden SLA tab and click Add icon.png.
  • Specify the period you want.
    • If it is a monthly period, enter 0 in the Month starting the Period/Month ending the Period fields.

3. To associate an OLA for actions outside the workflow with a group of Support persons:

  • In the menu, select Operation / Transition > Directory > Groups.
  • Specify the Default OLA field.

4. To define an SLA by priority for a given priority level:

  • In the menu, select Operation > References > SLA Priorities.
  • Select the priority level you want. Specify the SLA applicable to incidents/requests that will replace the standard one (i.e. for an incident, the most restrictive SLA, and for a request, the SLA of its category).

Wizards

Delete (Note: Only in List mode): Used to delete one or more SLAs. Note: Only if no object is associated.

Examples

Overridden SLA

   SLA conditions:

  • Service hours of the IT Department: 8 am to 8 pm
  • Standard SLA ==>  Speed of intervention for Accounting workstations incidents: 10 hours maximum
  • Override to D+1 ==>  For all incidents declared before 1 pm, the intervention will be carried out on the same day before 6 pm
  • Override for month-end periods (payroll) ==> the intervention will be carried out within 4 hours on the last 2 days of the month

   Calculation of the target resolution date for incidents declared by the Accounting Department

  • Incident reported at 6 pm
         ==>  Application of the standard SLA: resolution the next day by 4 pm
  • Incident reported at 10 am, before the D+1 intervention cut-off time
         ==>  Application of the D+1 intervention deadline: resolution the same day by 6 pm
  • Incident reported at 10 pm, after the IT Department service hours
         ==>  Start date the next day at 8 am (start of the IT Department service hours)
         ==>  Application of the standard SLA using the start date: resolution by 6 pm
  • Incident reported on April 30 at 3 pm, on the last day of the month
         ==>  Application of the month-end intervention deadline to replace the standard SLA: resolution the same day by 7 pm

SLAs and SLA priorities

Reminder: If the calculated priority of an incident corresponds to a Priority/SLA combination defined in the SLA Priorities reference table, then the SLA associated with the priority will be applied instead of the most restrictive SLA.

  • Define an SLA by priority: Priority 1 - High is associated with the 4 working hours SLA
  • Define two incident catalog entries:
    • Incidents/Office Workstations category ==>  SLA 2 working days
    • Incidents/Accounting Workstations category ==>  SLA 8 working hours

   Calculation of the target resolution date for different types of incidents (Note: Assuming that the SLA of the category is the most restrictive one for each incident)

  • Incident on an Office workstation, priority calculated during the quick call (Impact + Urgency - 1): 2 - Medium
         ==>  Application of the SLA associated with the category: 2 working days
  • Incident on an Accounting workstation, priority calculated during the quick call (Impact + Urgency  - 1): 2 - Medium
         ==>  Application of the SLA associated with the category: 8 working hours
  • Incident on an Accounting workstation, priority calculated during the quick call (Impact + Urgency  - 1): 1 - High
         ==>  Application of the SLA by priority: 4 working hours

Calculation of time to solve and late incidents

  • Incident history:
    • Created on Thursday at 12 noon
    • Suspended from Thursday 3 pm to Friday 12 noon
    • Solved Monday 12 noon
  • SLA associated with the incident category: 8 hours
  • Calendar: Friday is a public holiday
  • IT Department service hours:
    • Mondays to Fridays: 8 am to 6 pm 
    • Saturdays: from 8 am to 12 noon

Actual time to solve = 11 hours

3 hours between creation (Thursday 12 noon) and its suspension (Thursday 3 pm)
+
8 hours between resuming (Saturday 8 am, as Friday is a public holiday) and resolution (Monday 12 noon), taking into consideration the respective service hours (4 hours on Saturday and 4 hours on Monday)

Late incident = 3 hours compared with the SLA

Actual time to solve (11 hours)
-
SLA target (8 hours)

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Last modified by Unknown User on 2018/01/23 15:20
Created by Administrator XWiki on 2016/09/29 16:14

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