Create an SLA

When you create an SLA, name it, specify the period that it is in effect, and the guarantee thresholds for the services or resource monitors that are monitored by the SLA. After you create an SLA, associate it with an SLA customer. You can also modify an SLA as necessary when service delivery requirements change.
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When you create an SLA, name it, specify the period that it is in effect, and the guarantee thresholds for the services or resource monitors that are monitored by the SLA. After you create an SLA, associate it with an SLA customer. You can also modify an SLA as necessary when service delivery requirements change.
Consider the following points before creating an SLA:
  • An SLA can have multiple guarantees.
  • You can associate a single service to an SLA, but guarantees can be created for that service, or any of it sub services or resource monitors.
  • You may need to create new service components to isolate the specific set of faults for which the guarantee is responsible.
  • SLA models reside on the same landscape as the service the SLA is associated to.
Follow these steps:
  1. Click the SLAs tab and click Create.
    The Create SLA dialog appears.
  2. Specify the following SLA properties:
    • SLA Name
      Identifies the SLA model. OneClick lists SLA names under the Service Management - SLAs category in the Explorer view for each landscape where you have created SLAs. You can use duplicate names for SLAs. However, to facilitate filtering when searching through a lengthy list of identically named SLAs, provide different descriptions for each SLA.
    • Control
      Specifies whether the SLA is activated during the current SLA period (Active), the default setting, or the next period (Inactive Until Next Period).
      If you activate an SLA during an SLA period, Service Manager does not prorate allowable outage time. The service that is associated with the SLA is allowed the amount of down or degraded time that is specified for the entire period. For example, if an SLA allows five hours of outage for a 30-day month and activate an SLA on 15th of the month, the service that is associated with the SLA can be unavailable for up to five hours over the course of remaining 15 days. In terms of an availability obligation, this situation allows for twice as much service outage than a service customer would expect over the remaining 15-day period. In this case, you can modify the availability threshold for the SLA guarantees to an amount of time for the partial period proportional to the entire period. For example, in the previous example, you could change the availability threshold to two and half hours for the partial 15-day period.
    • Description
      (Optional) Describes the SLA. You can enter unique descriptions for SLA that have the same name to facilitate finding each SLA using a list filtering capabilities.
    • Security String (Optional)
      Identifies the security string for the SLA model. The security string secures access to the SLA model in CA Spectrum. For more information, see the OneClick Administration section.
    • Notes
      (Optional) Includes any information about the SLA you want to enter not covered in the Description field.
    • Expiration Date
      Specifies the date a recurring SLA period expires. Check the box, and enter the date in the field that appears. If the date falls within an SLA period, the SLA stays in effect to the end of the period.
    • Period
      Specifies the interval during which the SLA is in effect. Select the period from the drop-down list, or click Create to create an SLA period.
  3. Configure one or more guarantees for the SLA.
  4. Associate a service to the SLA by moving it from the Available Services list to the SLA Services list.
  5. Click Create.
    The SLA is created.