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MAS > 7.3 Service Level Agreements > Flashcards

7.3 Service Level Agreements Flashcards

1
Q

What is an SLA?

A

A service level agreement (SLA) typically is a written agreement that outlines the commitment between a service provider and its customers.

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2
Q

What is a commitment?

A

A commitment is a service level that all parties have agreed to, such as asset reliability or availability.

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3
Q

What does the SLA describe?

A

one or more commitments and the escalation actions or notifications associated with each commitment

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4
Q

Why might escalation actions or notifications be associated with an SLA?

A

to ensure that commitments are met

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5
Q

How does the escalation process within SLA serve its purpose?

A

can monitor all activities and send notifications or perform other activities to ensure that commitments are met

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6
Q

What level do SLAs exist at?

A

SLAs exist at the system level. However, the organization or site can be specified to restrict the SLA to that organization or site.

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7
Q

What can SLAs be applied to?

A

SLAs can be applied to any main object.

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8
Q

What can an SLA be associated to?

A
  • Contracts
  • Related SLAs
  • Assets and Locations
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9
Q

List the 3 SLA types

A
  • Customer
  • Internal
  • Vendor
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10
Q

SLA Types

Customer SLA

Describe this

A

agreement between user & external customer

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11
Q

SLA Types

Internal SLA

Describe

A

agreement between user & internal customer

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12
Q

SLA Types

Vendor SLA

Describe

A

agreement between user & vendor

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13
Q

What are commitments and how can they be measured?

A

Commitments are a level of service that is agreed upon by the service provider and the customer that can be measured in a qualitative or quantitative way

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14
Q

List predefined commitment types

A

Contract
Response
Resolution
Other

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15
Q

Commitment Types

Contract

What does this apply to?

A

Ticket applications

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16
Q

Commitment Types

Response

What does this apply to?

A

Ticket and Work Order applications

17
Q

Commitment Types

Resolution

What does this apply to?

A

Ticket and Work Orders

18
Q

Commitment Types

Other

What does this apply to?

A

All objects

19
Q

Commitment Types

Contact

Describe

A
  • Set the target contact date for a ticket when a service desk agent applies a service level agreement
  • A measure of time
20
Q

Commitment Types

Response

Describe

A
  • Set the target start date for a ticket or work order when a service desk agent applies a service level agreement
  • A measure of time
21
Q

Commitment Types

Resolution

Describe

A
  • Set the target finish date for a ticket or work order when a service desk agent applies a service level agreement
  • A measure of time
22
Q

Commitment Types

Other

Describe

A
  • Apply to any business object
  • Possible synonyms for other include availability, reliability, and downtime
  • No business rules are associated with this type
  • A value + a unit of measure + a time period
23
Q

List commitment types that are classified with an internal value of OTHER

A
  • AVAILABILITY
  • CAPACITY
  • DELIVERY
  • DOWNTIME
  • RELIABILITY
  • OTHER
24
Q

Rules pertaining to adding commitment types to an SLA

A

Except for the commitment type OTHER, only one of each commitment type can be added to an SLA

25
Q

List the attributes used to define the commitment types

A
  • value
  • unit of measure
  • time period (in days)
26
Q

Editability of attributes upon choosing commitment type

A

editable or read-only as needed

27
Q

How can an SLA be associated with a record?

A
  • An SLA might automatically be applied to a record from within a workflow or escalation process, or from another SLA
  • The action to apply an SLA can be selected, which applies the best match automatically
  • SLAs can be viewed and use an action to select or clear the SLAs to manually apply to the record
28
Q

List events that occur when an SLA is applied to a record

A
  • The SLA Applied check box is checked off to document the action
  • Any escalations associated with the SLA are activated
  • The Target Start, Target Finish, and Contact values might be calculated automatically as follows:
  • If SLA includes a response commitment, the response commitment date populates the Target Start date field of the record
  • If SLA includes a resolution commitment, the resolution commitment date populates the Target Finish date field of the record
  • If SLA includes a contact commitment, the contact commitment date populates the Target Contact date field of the record
29
Q

List organizational settings that can be set in the Organizations application, pertaining to SLAs

A
  • Allow application of one or multiple SLAs?
  • Apply multiple SLAs based on ranking or commitment stringency?
  • Use or disable calendar for calculating escalation point condition?
30
Q

How can an escalation be set pertaining to an SLA? Why would this be done?

A

From the Service Level Agreements application, an escalation can be created to ensure that SLAs are compliant.

31
Q

Rules on creating escalations for SLAs

A

One escalation can be created per SLA

32
Q

How does escalation setup relate to commitments within an SLA?

A

individual escalation points can be added for each commitment within an SLA

33
Q

Escalations for SLAs

What do values for escalation points default to?

A

values specified in the associated commitment

34
Q

Escalations associated to SLAs

Where can the escalation then be viewed/modified?

A

Escalations tab

35
Q

What can SLAs be ranked by, and why?

A

According to precedence, which determines which SLAs to apply

36
Q

How can an SLA be used to drive a workflow process?

A

Can set effective start date, end date, and review date for an SLA

37
Q

What can be created to support commitments in an SLA?

A

Escalations

38
Q

How can SLA performance be tracked?

A

Can create key performance indicators or metrics for an SLA

MAS (50 decks)

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