Symantec SERVICEDESK 7.0 MR2, Руководство по внедрению

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See “About the Service Level Agreement (SLA) time frames” on page 135.
Typically, corporate policy defines the overall SLA. A default SLA is built in to
the Incident Management process. You can edit the default SLA time frames and
you can set up the SLA and OLA in any custom process that you create.
For more information about setting up an SLA and OLA in a process and setting
time frames in the SLA, see the ServiceDesk Customization Guide.
About the Service Level Agreement (SLA) time frames
A Service Level Agreement (SLA) defines the expectations and requirements for
delivering a service, including the allowable time frame for the delivery.
See “About the Service Level Agreement and Operating Level Agreement”
on page 134.
The SLA time frames that are associated with ServiceDesk processes are as follows:
The actual time frame that is defined in the SLA. Overall time frame
Intermediate time frames for completing the process steps. These
time frames are shorter than the overall time, to allow the support
team to complete the service well within the overall SLA time frame. Internal time
frame
Each of these time frames contains the following time definitions:
The time that can elapse before a service is considered late. Late time
The time that elapses before the worker receives a warning about the
remaining time that is allowed. Warn time
When a ticket’s internal SLA level reaches its warn time, an email is sent to the
current assignee, if any. The ticket’s status is unchanged.
When the internal SLA level reaches its late time, the status is changed to OUT
OF TIME. The ticket is assigned to Support I, Support II, and Service Managers
no matter who it was assigned to. No email is sent because the ticket is now
assigned to multiple groups of users rather than one particular user.
When a ticket’s overall SLA level reaches its warn time, an email is sent to the
current assignee, if any. When the overall SLA level reaches its late time, it is
likely that the ticket has been escalated automatically and the notifications have
been sent. Therefore, no new action is taken in ServiceDesk.
A default SLA is built in to the Incident Management process. You can edit the
default SLA time frames to comply with your organization’s SLA.
135 Configuring the ServiceDesk application
About the Service Level Agreement (SLA) time frames