Service Level Agreement (SLA) Scenarios
- Enterprise IT
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. |
SLA By User Type
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
SLA Matrix By CI
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
Customer/Vendor SLA Matrix
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 | P2 | P3 | P4 | P5 |
Response SLA | 30 minutes | 60 minutes | 40 minutes | 80 minutes |
Resolution SLA | 60 minutes | 120 minutes | 80 minutes | 160 minutes |
#7 - SLA By Tenant, Workgroup, Category, and Location | ||||
Set Priority, Response SLA and Resolution based on Tenant/Workgroup, Category, and Location | ||||
Scenario: If a user in Bangalore is logging a 'Exchange Server' Category Incident and is routed to 'Server Team', the Priority should be P2. If a Bangalore user is logging a 'VPN Server' Category Incident and is routed to 'Server Team', the Priority should be P3. If a Mumbai user is logging a 'MS Office' Category Incident and is routed to 'Application Team', the Priority should be P4. If a Mumbai user is logging a 'SAP' Category Incident and is routed to 'Application Team', the Priority should be P5. | ||||
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 | Exchange Server | VPN Server | MS Office | SAP |
Customer | Any Customer | Any Customer | Any Customer | Any Customer |
Location | Bangalore | Bangalore | Mumbai | 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 |
#8 - SLA By Customer | ||
Set Priority, Response SLA, and Resolution based on Customer | ||
Scenario: If the Incident is logged by a user from 'SUMMITAI' Customer, the Priority should be P2. If the Incident is logged by a user from 'Precise Metric' Customer, 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 | SUMMITAI | Precise Metric |
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 |
#9 - 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 |
#10 - SLA By Customer and Location | ||||
Set Priority, Response SLA, and Resolution based on Customer and Location | ||||
Scenario: The Incident Priority of a user based out of Bangalore belonging to SUMMITAI Customer should be P2. The Priority of Mumbai user belonging to SUMMITAI Customer should be P3. The Incident Priority of Bangalore user belonging to Precise Metric Customer should be P4. The Priority of Mumbai user belonging to Precise Metric Customer should be P5. | ||||
User Details | Any User | Any User | Any User | Any User |
Tenant | Any Tenant | Any Tenant | Any Tenant | Any Tenant |
Workgroup | Any Workgroup | Any Workgroup | Any Workgroup | Any Workgroup |
Category | Any Category | Any Category | Any Category | Any Category |
Customer | SUMMITAI | SUMMITAI | Precise Metric | Precise Metric |
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 |
#11 - SLA By Tenant, Category, Customer, and Location | ||||
Set Priority, Response SLA, and Resolution based on Tenant, Category, Customer, and Location | ||||
Scenario: The 'Exchange Server' Category Incident Priority of a Bangalore user belonging to SUMMITAI Customer should be P2. The 'Exchange Server' Category Incident Priority of a Bangalore user belonging to Precise Metric Customer should be P3. The 'MS Office' Category Incident Priority of a Mumbai user belonging to SUMMITAI Customer should be P4. The 'MS Office' Category Incident Priority of Mumbai user belonging to Precise Metric Customer should be P5. | ||||
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 | Exchange Server | Exchange Server | MS Office | MS Office |
Customer | SUMMITAI | Precise Metric | SUMMITAI | Precise Metric |
Location | Bangalore | Bangalore | Mumbai | 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 |
#12 - SLA By Tenant, Workgroup, Customer, and Location | ||||
Set Priority, Response SLA, and Resolution based on Tenant, Workgroup, Customer, and Location | ||||
Scenario: The Incident Priority of a Bangalore user belonging to SUMMITAI Customer should be P2 if the Incident is routed to Server Team. The Incident Priority of a Bangalore user belonging to Precise Metric Customer should be P3 if the Incident is routed to Server Team. The Incident Priority of a Mumbai user belonging to SUMMITAI Customer should be P4 if the Incident is routed to Application Team. The Incident Priority of a Mumbai user belonging to Precise Metric Customer should be P5 if the Incident is routed to Application Team. | ||||
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 | SUMMITAI | Precise Metric | SUMMITAI | Precise Metric |
Location | Bangalore | Bangalore | Mumbai | 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 |
#13 - SLA By Tenant, Workgroup, Category, Customer, and Location | ||||
Set Priority, Response SLA, and Resolution based on Tenant, Workgroup, Category, Customer, and Location | ||||
Scenario: The Incident Priority of a Bangalore user belonging to SUMMITAI Customer should be P2 if the Incident is routed to Server Team and Category is 'Exchange Server'. The Incident Priority of a Bangalore user belonging to Precise Metric Customer should be P3 if the Incident is routed to Server Team. The Incident Priority of a Mumbai user belonging to SUMMITAI Customer should be P4 if the Incident is routed to Application Team. The Incident Priority of a Mumbai user belonging to Precise Metric Customer should be P5 if the Incident is routed to Application Team. | ||||
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 | Exchange Server | VPN Server | MS Office | SAP |
Customer | SUMMITAI | Precise Metric | SUMMITAI | Precise Metric |
Location | Bangalore | Bangalore | Mumbai | 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 |
SL. No. | Important Points | |||||||
1 | If Overridable = TRUE, the Analyst will be able to update the Priority in the Incident Details page. If Overridable = FALSE, the Analyst will not be able to update the Priority in the Incident Details page. | |||||||
2 | The Workgroup Owner can always update the Priority irrespective of Overridable = TRUE or FALSE. | |||||||
3 | If the Response SLA and Resolution SLA Deadlines are not defined in this screen, the Response SLA and Resolution SLA configured for that Priority in Priority configuration screen will be applicable. |
Navigation: Admin > Customers > Customer/ Vendor SLA Matrix
SLA Matrix By Category
Scenario ID | Possible Scenarios | Example | ||||||
1 | Set Priority and Service Window based on Category | If Incident is logged for Server Category, the Priority should be P1 and Service Window should be 24/7. | ||||||
2 | Set only Priority based on Category | If Incident is logged for Server Category, the Priority should be P1. | ||||||
3 | Set only Service Window based on Category | If Incident is logged for Server category, the Service Window should be 24/7. |
SL. No. | Important Points | |||||||
1 | If Overridable = TRUE, the Analyst will be able to update the Priority in the Incident Details page. If Overridable = FALSE, the Analyst will not be able to update the Priority in the Incident Details page. | |||||||
2 | The Workgroup Owner can always update the Priority. |
Navigation: Incident > SLA > SLA Matrix
Priority Matrix
Priority Matrix | |||
Urgency | Impact | ||
High | Mid | Low | |
High | P1 | P2 | P3 |
Mid | P2 | P3 | P4 |
Low | P3 | P4 | P5 |
SL. No. | Important Points | |||||||
1 | The Analyst cannot change the Priority set based on the above matrix. | |||||||
2 | The Workgroup Owner can update the Priority. |
Navigation: Incident > SLA Configurations > Priority Matrix
SLA Based on Incident Rule Templates
Set the Priority if the Incident is logged based on a Rule Template. Stated otherwise, Incidents logged from Rules will have the Priority set based on the value defined in the Rule as displayed in the following screen shot:
Navigation: Incident > Others > Rule
SLA By Mail Parser
Set the Priority if the Incident is logged via e-mail.
Navigation: Admin > Notifications > Notification Parser
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