Service Level Agreement

A summary of detail for a SLA object type included in the Work Order Management System ITIL Object Type Bundle. Install the bundle into your tenant from the Contextual Services Catalog.

The Service Level Agreements object defines the service level agreements for work orders, specifying the expected performance and quality standards. It ensures that work orders are completed within agreed-upon time frames and according to specified criteria, enhancing accountability and customer satisfaction.

Properties

slaId:

• Purpose: Serves as a unique identifier for the SLA, allowing the system to reference and manage SLAs programmatically.

• Example: "SLA67890", "SLA11223"

workOrderId:

• Purpose: Links the SLA to a specific work order, ensuring that the agreement applies to the correct process.

• Example: "WO12345", "WO54321"

responseTime:

• Purpose: Specifies the maximum allowable time to respond to a task or request, setting a standard for timely acknowledgment.

• Example: "48 hours", "12 hours"

resolutionTime:

• Purpose: Specifies the maximum allowable time to complete the task or work order, setting a standard for timely resolution.

• Example: "7 days", "3 days"

priority:

• Purpose: Indicates the urgency of the SLA, helping prioritize tasks and work orders based on their criticality.

• Example: "Medium", "Low"

status:

• Purpose: Reflects the current state of the SLA, such as whether it is active, expired, or has been met.

• Example: "Expired", "Met"

Purpose in Work Order Management System

Performance Standards: Defines the expected performance standards for work orders, ensuring that tasks are completed within agreed time frames.

Accountability: Holds the team accountable for meeting service level commitments, promoting adherence to performance standards.

Customer Satisfaction: Enhances customer satisfaction by ensuring timely responses and resolutions to tasks and requests.

Monitoring and Reporting: Provides a basis for monitoring and reporting on performance against SLAs, helping identify areas for improvement.

Prioritization: Helps prioritize tasks and work orders based on their urgency and importance, ensuring critical tasks are addressed promptly.

Compliance: Ensures compliance with internal policies and external regulations by maintaining clear performance standards and tracking adherence.