Create an Agreement

The following procedure provides steps for creating an Agreement.

To create a new OLA or Underpinning Contract:

1. On the CSM Desktop Client toolbar, click New>New Agreement>New OLA (or Underpinning Contract).

   A new Agreement is created with a status of New.

2. You can take ownership of the Agreement by clicking the Assign to Me link under Actions
3. Provide details about the Agreement:
   1. Name: Provide a name for the Agreement.
   2. Supplier: Provide the name (example: Hardware Support) of the Team that will be responsible for fulfilling the Agreement.
      Note: To browse for a Supplier or add a new Supplier Record, click the Related Item Picker button . The Supplier tab in the Form Arrangement contains an overview of the Supplier record. To view the selected Supplier's detailed Supplier Record, click the Quick View button . Detailed Supplier information is populated in the Supplier tab in the Form Arrangement.

   3. Supplier Catalog Item Type: Select a Supplier Catalog Item Type from the drop-down (example: Product or Service).
   4. Supplier Catalog Item: Select the Supplier Catalog Item from the Selector tool (example: Laptop, SQL Server).
      Note: New Supplier Catalog Items can be created from the Supplier Catalog Item Selector or by using the Supplier Catalog Item Form (Supplier Catalog Items are limited by the Supplier Catalog Type). For more information about Supplier Catalog Item, refer to About Supplier Catalog Items documentation.
   5. Description: Provide a description of the Agreement.
   6. Start Date: Click the Calendar Date Selector button to select a start date for the Agreement.
   7. End Date: Click the Calendar Date Selector button to select an end date for the Agreement.
   8. Review Date: Click the Calendar Date Selector button to select a review date for the Agreement.
   9. Scope: Provide the scope of the Agreement.
   10. Assigned Team: Select a team.
   11. Assigned To: Select a member of the Assigned Team.
4. Provide terms for changing or terminating the Agreement:
   1. Rules for Changes: Provide the negotiated and agreed upon rules for changing the Agreement.
   2. Rules for Termination: Provide the negotiated and agreed upon rules for terminating the Agreement.
5. Provide Availability details:
   1. Service Availability: Provide the time(s) that the service is to be available.
   2. Service Uptime: Provide the uptime for the service.
   3. Service Availability Exception(s): Provide the exception(s) for when the service will not be available.
6. Provide Cost and Performance information:
   1. Resolution Time: Provide the resolution time.
   2. Resolution Units: Provide the units to be applied to the resolution time (example: Minutes, hours, days, or weeks).
   3. Resolution Business Hours: Click the Business Hours Manager button to select the business hours that will count against the resolution.
   4. Associated Cost: Provide the cost of the product or service.
   5. SKU Number: Provide the Stock Keeping Unit number of the Supplier Catalog Item.
7. When ready, the Owner begins planning the Agreement:
   1. In the Default Form, click Begin Planning.

   The Agreement status changes to Planning.

8. When the available information has been entered, the Owner activates the Agreement:
   1. In the Default Form, click Activate to activate the Agreement.

      The Agreement status changes to Active.

      Note: The Owner can keep track of progress, troubleshooting, or other notes using the Journals tab. The Journal tracks Owner notes/comments, as well as activity and changes made to the Agreement.

9. When the Agreement has been fulfilled, the Owner can Retire the Agreement:
   1. In the Default Form, click Retire to retire the Agreement.

   The Agreement status changes to Retired.

10. The Agreement can be reverted to Active status or reverted to Inactive status after being retired.

    1. Revert to Active: Click the link to revert the Agreement to Active.

    2. Revert to Inactive: Click the link to revert the Agreement to Inactive.