Response Agreements

Response Agreements, and the processes associated with them, provide a method for introducing and implementing reasonable expectations between you and the customers you support. They establish a two-way accountability for support, which is negotiated and mutually agreed upon. Response Agreements can go far towards building credibility for your organization because they show how serious you are about providing support.

You can create Response Agreements that, for example, come into force for particular customers, CIs, and categories. When you create a Response Agreement, you can specify which attributes (customers, CIs and so on) that you want to include. For more information, see Agreement rules.

To create a Response Agreement:
  1. Start the Administration component.
  2. On the Service Level Management tree, expand the Agreements folder, then expand the required module. For example, Change Management.
  3. Expand the relevant business process, for example, Change.
  4. Select the Response Agreements folder, then on the Actions list, click New Response Agreement.
    The Response Agreement window appears.
  5. Complete the relevant information, for example, the name and description.
  6. On the Actions list, click Manage Groups.
    The Customer dialog appears.
  1. In the Available Items list, select the relevant customer, then click .
    The customer is added to the Selected Items list.
  2. Repeat as required, using the arrow buttons to add or remove customers.

You can also double-click customers to move them between the lists.

  1. Click OK.
  2. Click .

To delete a response agreement, select it in the Service Level Management tree, then on the Actions list, click Delete Response Agreement.