Understanding Service Level Agreements in Service Desk

  • by Cristiano Canzone, SAP Solution Manager Consultant, SAP Brazil
  • August 26, 2011
See how the configuration of Service Level Agreements (SLA) works in SAP Solution Manager, with a specific focus on how information moves among configuration objects. Knowing how the objects involved interact allows you to not only perform more effective configuration but also solve problems should anything go wrong.
Key Concept
SAP Solution Manager’s Service Desk has a deeply configurable management of Service Level Agreements (SLA). After activating and properly configuring this feature, the system can automatically alert Service Desk employees and managers when service tickets and incidents run out (or are about to run out) of time to be taken (which is called response time) and to be solved (known as solution time). In other words, response time is the amount of time spent between the creation of the document and the first action performed on it, and solution time is the total amount of time spent on the document until it is confirmed or withdrawn.

The configuration of Service Level Agreements (SLA) in SAP Solution Manager is a little tricky. There are several aspects to be considered. By performing a quick search you can find some good articles and papers explaining how to properly configure SLA, including a great one by SAP, “Advanced Configuration Guide Service Desk for Service Providers SAP Solution Manager” (SAP Marketplace registration required). Unfortunately I figured out that all these documents (including blogs and articles from SDN) are lacking a base explanation of how information flows among the configuration objects, a clear explanation of the utility of each performed configuration, and how they interact with each other. This knowledge is important to perform a smooth configuration but, most important in my opinion, is to know how to get everything working again when something gets out of order. This is the purpose of this article.

SLA management in SAP Solution Manager is driven by escalation management, focusing on moving overdue tickets to upper levels in the Service Desk organization. It helps Service Desk leaders and managers to fulfill their key performance indicators (KPIs) by receiving email notifications alerting them about expiration deadlines. That way, leaders and managers are set free from monitoring Service Desk cockpits and are involved in the ticket management process only when this is really necessary.

To get SLA working, you need to maintain several objects. I’ll explain in detail how these objects interact and what the purpose of each item is for the whole solution.

Cristiano Canzone

Cristiano Canzone is an SAP Solution Manager-certified consultant who has worked at SAP Brazil since 2008. In his 12 years of SAP experience, he has also worked at PricewaterhouseCoopers and IBM as an SAP Basis-certified consultant. Cristiano is currently the SAP resource responsible for the SAP Solution Manager initiatives at Petrobras, the largest oil company in Latin America. He lives in Rio de Janeiro, Brazil with his wife, who is also an SAP consultant (specialized in SAP ERP HCM).

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