SLA Lifecycle

Diagram describes the high-level SLA lifecycle in the OOTB system.

SLA Workflow

1 A One-Step™ Action changes the status to Planning.
2 A One-Step Action changes the status to Active.
3

When periodically assessing, the Owner can revise, deactivate, or retire a SLA.

  • Revising: a One-Step Action changes the status back to Planning.
  • Deactivating: a One-Step Action changes the status to Inactive.
  • Retiring: a One-Step Action changes the status to Retired.
4

When deactivated, the Owner can revise, reactivate, or retire a SLA.

  • Revising: a One-Step Action changes the status back to Planning.
  • Reactivating: a One-Step Action changes the status back to Active.
  • Retiring: a One-Step Action changes the status to Retired.
5

When retired, the Owner can revise or reactivate a SLA.

  • Revising: a One-Step Action changes the status back to Planning.
  • Reactivating: a One-Step Action changes the status back to Active.
CSM uses several features to enhance the SLA workflow (example: The SLA Form helps create and manage SLAs, One-Step Actions help move an SLA through its workflow, etc.).

Contributors

An SLA typically involves the following contributors. Depending on the workflow and the size of your company, the creator and owner might be the same person.

  • Creator: User who creates the SLA. This is typically a member of the Services Team.
  • Owner: User who manages the SLA. This is typically a member of the Services Team.
  • Consumer: Person who uses the SLA. This is typically a Customer or User (technician) logging a record.

Phases

The SLA workflow is broken down into the following phases:

  1. New: Creator creates a new SLA and assigns ownership. Then, the owner defines the initial details and submits the SLA for planning/development.
  2. Planning (Development): Owner develops the SLA, including Target Times and Priority Matrix Elements. When ready, the owner activates the SLA.
  3. Active: SLA is operational in a live environment. Owner periodically assesses the SLA (SLA can be sent back for review/rework or retired if necessary).
  4. Inactive: SLA is temporarily out of use. Owner periodically assesses the SLA (SLA can be sent back for review/rework or retired if necessary).
  5. Retired: Expired/out-of-date SLA is retired. Owner can send the SLA back for review/rework, if necessary.