SLA Lifecycle
The OOTB system SLA lifecycle consists of phases from New through Retired. SLA forms and One-Step™ Actions enhance the 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 the SLA.
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| 4 |
When deactivated, the owner can revise, reactivate, or retire the SLA.
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| 5 |
When retired, the owner can revise or reactivate the SLA.
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Note:CSM uses several features to enhance the SLA workflow (example: The SLA
form helps create and manage SLAs and
One-Step Actions help move the SLA through its workflow).
Contributors
The 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 that creates the SLA. This is typically a member of the Services team.
- Owner: User that manages the SLA. This is typically a member of the Services team.
- Consumer: Person that 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:
- New: Creator creates a new SLA and assigns ownership. Then, the owner defines the initial details and submits the SLA for planning/development.
- Planning (Development): Owner develops the SLA, including Target Times and Priority Matrix Elements. When ready, the owner activates the SLA.
- 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).
- Inactive: SLA is temporarily out of use. Owner periodically assesses the SLA (SLA can be sent back for review/rework or retired, if necessary).
- Retired: Expired/out-of-date SLA is retired. Owner can send the SLA back for review/rework, if necessary.