service level agreement (SLA)

A service level agreement defines the lifecycle and workflow for addressing a work request or service request entered by an employee.

An SLA defines rules for such information as:

  • the service provider (external vendor or employee) to complete the task
  • the service window for completing and responding to the task
  • the priority of addressing this task
  • procedures for approving the service request
  • procedures for notifying various staff, including the requestor, on the status of the request
  • option to allow the requestor to verify and comment on completed work
  • generation of a work request to handle the requested service

The service desk manager can create multiple SLAs for the same request type , allowing parameters such as the requester, location, division, and equipment to dictate different priority levels, approval procedures, and response times.

Archibus Foundations

Archibus Foundations offers a simplified SLA. Archibus Foundations managers work with the "Manage Service Providers and Notifications" view (ab-ess-sla-console.axvw) to define, edit, and delete simplified SLAs. With the Archibus Foundations SLA, the following features are not supported or use default values:

  • a service window for completing and responding to the request
  • priority of addressing this request
  • procedures for estimating the cost of the service request
  • the requestor verifying and commenting on the completed work