ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

Service Catalog - SLA
ManageEngine ServiceDesk Plus 8.0 :: Admin Guide
Service Level Agreement evaluates the efficiency, effectiveness and responsiveness of the help desk
team. The services created in the application can be exclusively assigned with specific SLAs thereby
setting a due by date for the service requests. Escalation rules can also be set if the request is not
attended and resolved within the specified time.
To access the SLA configuration wizard page,
1. Click Admin tab in the header pane. The configuration wizard page opens.
2. Click Service Catalog icon under Helpdesk block.
3. From the Service Catalog configuration wizard page, click Manage drop down and select
Service Level Agreements option. The SLA List page appears from where you can add, edit
and delete a SLA.
Adding SLA
1. Click Add New SLA link. The SLA form has three blocks of information, namely SLA Details,
SLA Rules, and Escalations.
2. The SLA details consists of the SLA name and description.
1. SLA Name uniquely identifies the SLA. It is a mandatory field.
2. You can provide a brief explanation of the SLA in the Description field.
3. SLA Rules is where you need to set the Agreed Upon Time (due by time) for the service
request. Enter the agreed upon time in terms of days, hours and minutes. If the service
request should be fulfilled irrespective of the working hours and holidays, then enable Should
be fulfilled irrespective of the operational hours check box.
4. Escalate the service requests to other technicians if the request is not resolved within the
specified resolution time. Select the check box beside Enable Level 1 Escalation. Click
Choose button to select the technicians to whom the SLA violation should be escalated.
5. You can choose to escalate before or after the SLA violation. If you wish to escalate the
request before the SLA violation, click Escalate Before option. This informs the technician
about the impending of the violation. Specify the number of days before the SLA violation in
the text box. You can also specify the time of escalation.
6. Click Escalate After option to escalate after the violation. Specify the number of days after
the SLA violation has occurred in the text box. You can also specify the time of escalation.
7. Similarly, there are four levels of escalation when the resolution time violates.
8. Click the Save button to save the SLA and return to the list view. Click the Save and Add
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