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Configuring the ServiceDesk application
About the Service Level Agreement and Operating Level Agreement
About the Service Level Agreement and Operating
Level Agreement
How the incident priority is calculated
Table 9-4
Urgency
No Immediate Urgency
No Immediate Urgency
No Immediate Urgency
No Immediate Urgency
Preventing Some
Non-Urgent Work
Preventing Some
Non-Urgent Work
Preventing Some
Non-Urgent Work
Preventing Some
Non-Urgent Work
Blocking Critical Business
Blocking Critical Business
Blocking Critical Business
Blocking Critical Business
A Service Level Agreement (SLA) is a contract between an organization and its
service provider, which sets the expectations and requirements for service delivery.
The SLA can be between an external customer and your customer support team
or between your organization s employees and your IT department. The SLA
formally defines the agreed-upon services, priorities, and responsibilities that
are required to support the customers and users.
An Operating Level Agreement (OLA) defines how departments work together to
meet the requirements that are documented in an SLA. The OLA describes the
responsibilities of each internal support group toward other support groups,
including the process and the time frame for delivering their services. The OLA
helps ensure that the activities of the multiple support teams are aligned to provide
the contracted service.
Impact
Single User
Entire Team or Group
Entire Department
Unsure
Single User
Entire Team or Group
Entire Department
Unsure
Single User
Entire Team or Group
Entire Department
Unsure
Calculated priority
Low
Normal
High
Low
Normal
High
High
Normal
High
Urgent
Urgent
High
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