Maintenance / Corrective Maintenance / Service Desk Manager

Service Desk Manager Overview

As a Service Desk Manager, you are responsible for defining the basic tool that runs the on demand workflow -- the service level agreement (SLA) .

Note: Although both the Preventive Maintenance and Corrective Maintenance applications use SLAs, SLAs for preventive maintenance should be defined and edited using the preventive maintenance tasks. Do not edit an SLA for preventive maintenance from the tasks of the Corrective Maintenance application.

Concepts

Develop SLAs using the SLA Console (the Manage Service Level Agreements task)

Prerequisites:

Overview: Manage Service Level Agreements (SLA Console)

Summary Topics

Use the SLA Console's SLA Wizard (Edit Details) to Create Corrective Maintenance SLAs

Use the SLA Console's Quick Edit Form to Create Corrective Maintenance SLAs

Detail Topics

Step 1: Set Priority Levels

Step 2: Add Optional Steps

These steps are available for Corrective Maintenance only:

These steps are available for Corrective Maintenance and PM:

Step 3: Define the Service Window

Other Tasks

Determine the Ordering Sequence of SLAs

Create Groupings

Search & Manage Work Requests

Schedule Substitutes