Service Level Management

This chapter describes the processes involved in setting up and maintaining Response Agreements, Operational Level Agreements and Underpinning Contracts, enabling you to provide set levels of service to your users. You can find out about:

• What is Service Level Management?
• Defining your support hours
• Response levels
• Escalations
• Creating escalation actions
• Agreement rules
• Response Agreements
• Operational Level Agreements
• Underpinning Contracts
• Importing and exporting agreement rules
• Service Level Management settings