ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

Configuring Service Level Agreements
ManageEngine ServiceDesk Plus 8.0 :: Admin Guide
You can have Service Level Agreements (SLAs) defined for intra-organization service provided by the
IT help desk team. These SLAs help evaluating the efficiency, effectiveness,and responsiveness of
your help desk team. The SLAs can be defined for each individual, or departments, or workstations in
a site. The priority for an incoming service request is automatically set if the request is governed by an
SLA rule. Also, if the request is not attended and resolved within the time specifications of the SLA,
then you can set the escalation rules.
To open the SLA configurations page,
1. Login to the ServiceDesk Plus application with admin username and password.
2. Click the Admin tab in the header pane.
3. In the Helpdesk block, click the Service Level Agreement icon . The SLA list page
opens. You can add, edit, or delete SLAs.
4. By default, all SLA based mail escalations will be enabled. If you wish to disable the
escalation click Disable Escalation button.
5. By default, there are four SLAs set namely, High, Medium, Normal,Low SLAs. You can also
add more SLAs to the list.
Note: The Site Admin can configure the SLA for the sites to which he is associated by
selecting the site from the Service Level Agreement for combo box. The list of all SLAs
corresponding to the selected site gets displayed. If the sites are not configured then the
Service Level Agreement combo box will not appear. To configure the sites refer Admin-
Sites.
Add New Service Level Agreement
To add an SLA,
1. Select the site to which you want to add the SLA from the Service Level Agreement for
combo box. By default, the 'Default Settings' option is selected.
2. Click Add New SLA link at the top right corner of the SLA list page.
3. In the Add New SLA form, specify the SLA Name in the text field provided. It is a mandatory
field.
4. The Site selected in Service Level Agreement for drop down box is displayed in non editable
text.
5. If required, you can provide a corresponding Description for the SLA.
ZOHO Corp. 355