Edit an SLA

Periodically it is necessary to alter the configuration of a SLA model. Service Manager allows certain edits, but you can take care in the types of changes that are made. If the required change involves alteration of guarantee thresholds, business hours or the SLA period it is recommended that you do not make these edits to an active SLA. The period and guarantee thresholds are the essence of the SLA. If the guarantees stipulations are changed, it implies that a new SLA is available.
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Periodically it is necessary to alter the configuration of a SLA model. Service Manager allows certain edits, but you can take care in the types of changes that are made. If the required change involves alteration of guarantee thresholds, business hours or the SLA period it is recommended that you do not make these edits to an active SLA. The period and guarantee thresholds are the essence of the SLA. If the guarantees stipulations are changed, it implies that a new SLA is available.
Therefore it is important that the real-time status of an SLA, and its historical reported status are based on complete periods with consistent thresholds. Consider how confusing data may look if an SLA recorded that same amount of outage time across two periods, but is compliant for one period and violated for the next due to a threshold change.
It is recommended to set an expiration date of the SLA to correspond with the end of the current period, instead editing a standing SLA. Later create a SLA with the new threshold settings, and set its control value to Inactive Until Next Period. This confirms that the current SLA completes the period with its existing configuration and the new SLA takes over seamlessly at the beginning of the next period.
If you change the service that is associated with the SLA, you can see the following output:
  • Service Manager resets the start time of the SLA.
  • All of the SLA guarantees go to the Initial (Blue) state, which means that you must associate a new service or resource monitor to each guarantee.
Follow these steps:
  1. Click the SLA tab, select the SLA you want to edit from the list, and then click Edit.
    The list field, Template Name, indicates whether the SLA was created from an SLA template. If it was, the field lists the source SLA template name.
    The Edit SLA dialog appears. If you select an SLA created from an SLA template, the dialog includes the Keep in sync with the template selection box. You can clear the sync option if you want to disassociate the SLA from its source SLA template and edit all SLA fields. Otherwise, you can edit only those settings that are not managed in the source SLA template.
  2. Edit the settings, as described in Create an SLA and click OK.
    The SLA is edited.