Service Level Management Setup Tutorial

Document created by Jason Yeary Employee on Mar 14, 2017Last modified by Yum Darling on Aug 9, 2017
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Samanage's Service Level Management gives the Samanage Administrator the ability to define service targets for the IT Service Desk team. Samanage will then monitor these targets and alert the administrators of any missed Service Level Agreement (SLA) targets.

To create the SLA rules, follow the below instructions:

1. Setup > Service Level Management

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2. Click "+ Add New Rule"

Each rule has a target and an action. A target is what you measure against and an action is what to do when a target is missed. The targets are:

  • Incident not assigned
  • Incident not commented
  • Incident not resolved
  • No actions taken for incident

For all of these targets, the time parameters to chose from are:

 

Minutes

 

minutespng

 

Hours

 

hourspng

 

Days

 

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Let's break these down a little further:

 

Not assigned

 

This target will help track any incidents that are not assigned within a certain amount of time. You can define this target by choosing specific parameters (minutes, hours, days).

 

Example: Incident not assigned within 1 hour.

 

Screen Shot 2016-06-15 at 2.22.06 PM.png

 

Not commented

 

This target will help you track if there are no comments made on the incident within a certain amount of time. This will save your users time as they don't have to check every incident for this situation. You can define this target by choosing the time parameter (minutes, hours, or days).

 

Example: Incident not commented on within 2 minutes.

 

Screen Shot 2016-06-15 at 2.20.57 PM.png

 

Not resolved

 

This target will help you track incidents that have not been resolved within a certain amount of times. Your company may have a standard time they need to resolve tickets in, and this target will help save time by alerting the user if the target is missed. You can define this target by choosing the parameter you need for the target (minutes, hours, or days)

 

Example: Incident not resolved within 2 days.

 

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No actions taken

 

This target will help you sort incidents that have no actions taken so far. Instead of going through every incident, you can make sure this target is set up and Samanage will alert you if no action is taken within a certain amount of time.

 

Example: No actions taken for incident within 4 days.

 

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Define Scope

 

You are able to define the scope of the target for the SLA to make more granular SLA targets.

 

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Category - This allows you to make the SLA only start if a certain category is selected

     Subcategory - If you select a category, for defining the scope, that has subcategories a new dropdown labeled Subcategory will appear allowing you to scope the SLA even more.

Priority - You are able to select if you want the SLA to start if a certain priority is selected or if it applies to all priorities.

Site - You would want to change this if you want the selected SLA to only apply to a certain site in your organization.

Department - This selection makes it so the SLA only triggers if a certain department is in the incident/request.

Requester - If you have a certain requester, executive or VIP, that you want an SLA to trigger for you can select that user as a defining scope in an SLA.

 

When defining the scope of the SLA you are able to select one and/or multiple different criteria. Defining the scope works as an "and" statement meaning:

If you select a Category and a Priority then the SLA will only trigger if both conditions are met.

 

To see incidents that have breached your defined SLAs, go to your service desk to view the Service Level Management Column. Now you can easily see incidents that are currently in an SLA breach (the red dot) or incidents that previously had an SLA breach (the hollow red dot). Hover on the dot to learn more:

 

Screen Shot 2016-06-09 at 8.49.14 AM.png 

 

When displaying the incident details, the SLA breach information is displayed right at the top. As above, a solid red dot means the incident has an active SLA breach, whereas the outline red dot means the SLA breach is resolved:

 

Screen Shot 2016-06-09 at 8.50.01 AM.png

 

We also made it easy to filter out incidents with SLA breaches by either using the new report ("All missed SLAs") under Incidents, or the new "Service level target" criteria and the SLA rule as your filter:

 

 

  Finally, but importantly, there is a gorgeous looking new widget waiting for you on your dashboard. Use the new widget to view your SLA over a certain period:

 

 

The widget above shows that there were 3 SLA breaches events for all 14 incidents created in the past 7 days. Even more importantly, the widget will change the font color to reflect the overall SLA mood in your service desk!

 

An Example:

 

It's possible to stack your SLAs as well to ensure no ticket is missed.

 

Let's say you have centralized IT at the county level of a school district supporting 10 schools. Each school also has a tech onsite to quickly assist with day-to-day issues.

 

Samanage can be setup so end-users like faculty and staff pick their school name and the ticket automatically routes to the tech onsite.

 

There can be one SLA set for 'No Actions Taken on Incident' set at 30 minutes to reassign the ticket to Central IT.

 

There can be another SLA set for 'Incident Not Commented' in 2 hours to escalate the priority and alert a manager.

 

Others could be added as well to make sure each ticket is being attended to.

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