Service Level Agreement (SLA) Scenarios

Following are the different SLA Scenarios:

Precedence	Matrix
1	SLA By User Type
2	SLA Matrix By CI
3	Customer/Vendor SLA Matrix	1	SLA By Tenant and Category
		2	SLA By Location
		3	SLA By Tenant, Category, and Location
		4	SLA By Tenant and Workgroup
		5	SLA By Location
		6	SLA By Tenant, Workgroup, and Location
		7	SLA By Tenant, Workgroup, Category, and Location
		8	SLA By Customer
		9	SLA By Location
		10	SLA By Customer and Location
		11	SLA By Tenant, Category, Customer, and Location
		12	SLA By Tenant, Workgroup, Customer, and Location
		13	SLA By Tenant, Workgroup, Category, Customer, and Location
4	SLA Matrix (by Category)
5	Priority Matrix
6	SLA Based on Incident Rule Templates
	If none of the matrices are applied, the Priority with lowest Resolution Time is selected for the Incident. The Workgroup Owner can update the Priority of the Incident.

Scenario ID	Possible Scenarios	Example (Let us consider, Ryan, CEO of a company, as a VIP User)
1	Set Priority and Impact based on User Type	If Ryan logs an Incident, the Priority should be P1 and Impact should be High.
2	Set only Priority based on User Type	If Ryan logs an Incident, the Priority should be P1.
3	Set only Impact based on User Type	If Ryan logs an Incident, the Impact should be High.
4	Set a different color for each User Type	If Ryan logs an Incident, the color should be Red so that the Analysts can easily differentiate VIP Incidents in their queue.

SL. No.	Important Points
1	The Workgroup Owner can change the Incident Priority set from User Type matrix. For example, if Ryan logs an Incident and the Priority is set as P1, the Workgroup Owner can change the Priority from P1 to P2.
2	A User can be mapped to only one User Type.

Navigation: Incident > Others > User Type

Scenario ID	Scenario Description
1	Set Priority and Service Window based on the Configuration Item

Example
For critical Assets of the organization, such as Server or Network device, the Priority should be P1 and the Service Window should be 12/5 Support.

Navigation: CMDB > Configuration Item List

Following are the different scenarios that can be configured in this screen.

LEGENDS

Based on the fields highlighted in orange

Fields highlighted in green will be set as values in the Incident

#1 - SLA By Tenant and Category
Set Priority, Response SLA, and Resolution based on Tenant/Category
Scenario: If the Incident Category is Server, the Priority should be P2. If the incident category is Application, Priority should be P3.
User Details	Any User	Any User
Tenant	IT	IT
Workgroup	Any Workgroup	Any Workgroup
Category	Server	Application
Customer	Any Customer	Any Customer
Location	Any Location	Any Location
Priority	P2	P3
Response SLA Deadline (in minutes)	30 minutes	60 minutes
Resolution SLA Deadline (in minutes)	60 minutes	120 minutes

#2 - SLA By Location
Set Priority, Response SLA, and Resolution based on Location (Irrespective of Tenant, Workgroup, Category, Customer)
Scenario: If the user's location is Bangalore, the Priority should be P2. If the user's location is Mumbai, the Priority should be P3.
User Details	Any User	Any User
Tenant	Any Tenant	Any Tenant
Workgroup	Any Workgroup	Any Workgroup
Category	Any Category	Any Category
Customer	Any Customer	Any Customer
Location	Bangalore	Mumbai
Priority	P2	P3
Response SLA	30 minutes	60 minutes
Resolution SLA	60 minutes	120 minutes

#3 - SLA By Tenant, Category, and Location
Set Priority, Response SLA, and Resolution based on Tenant/Category and Location
Scenario: The Priority of 'Server' Category Incident should be P2 if the user's location is Bangalore and P3 if the user's location is Mumbai. The Priority of 'Application' Category Incident should be P4 if the user's location is Bangalore and P5 if the user's location is Mumbai.
User Details	Any User	Any User	Any User	Any User
Tenant	IT	IT	IT	IT
Workgroup	Any Workgroup	Any Workgroup	Any Workgroup	Any Workgroup
Category	Server	Server	Application	Application
Customer	Any Customer	Any Customer	Any Customer	Any Customer
Location	Bangalore	Mumbai	Bangalore	Mumbai
Priority	P2	P3	P4	P5
Response SLA	30 minutes	60 minutes	40 minutes	80 minutes
Resolution SLA	60 minutes	120 minutes	80 minutes	160 minutes

#4 - SLA By Tenant and Workgroup
Set Priority, Response SLA, and Resolution based on Tenant/Workgroup
Scenario: If the Incident is routed to Server Team, the Priority should be P2. If the Incident is routed to Application Team, the Priority should be P3.
User Details	Any User	Any User
Tenant	IT	IT
Workgroup	Server Team	Application Team
Category	Any Category	Any Category
Customer	Any Customer	Any Customer
Location	Any Location	Any Location
Priority	P2	P3
Response SLA Deadline (in minutes)	30 minutes	60 minutes
Resolution SLA Deadline (in minutes)	60 minutes	120 minutes

#5 - SLA By Location
Set Priority, Response SLA, and Resolution based on Location (Irrespective of Tenant, Workgroup, Category, Customer)
Scenario: If the user's location is Bangalore, the Priority should be P2. If the user's location is Mumbai, the Priority should be P3.
User Details	Any User	Any User
Tenant	Any Tenant	Any Tenant
Workgroup	Any Workgroup	Any Workgroup
Category	Any Category	Any Category
Customer	Any Customer	Any Customer
Location	Bangalore	Mumbai
Priority	P2	P3
Response SLA	30 minutes	60 minutes
Resolution SLA	60 minutes	120 minutes

#6 - SLA By Tenant, Workgroup, and Location
Set Priority, Response SLA, and Resolution based on Tenant/ Workgroup and Location
Scenario: The Priority of 'Server Team' Incident should be P2 if the user's location is Bangalore and P3 if the user's location is Mumbai. The Priority of 'Application Team' Incident should be P4 if the user's location is Bangalore and P5 if the user's location is Mumbai.
User Details	Any User	Any User	Any User	Any User
Tenant	IT	IT	IT	IT
Workgroup	Server Team	Server Team	Application Team	Application Team
Category	Any Category	Any Category	Any Category	Any Category
Customer	Any Customer	Any Customer	Any Customer	Any Customer
Location	Bangalore	Mumbai	Bangalore	Mumbai
Priority