Agreement Types

There are three default agreement types - SLA, OLA, and UC. New agreement types can be created within these types. This is useful if your organization has many different agreements with multiple organizations, and you would like to group the agreements into categories. For example, you might want to create types for PC Service Agreement, Network Service Agreement and Software Support Agreement, all of the type SLA.

Creating an Agreement Type

Before you start

You must have SLM Setup enabled within your General Access Security Role in order to configure any SLM administration settings.

Verify that you have already defined options for Workflow Management and the CMDB, especially priorities, types, service levels, service types and CMDB item types.

  1. Select the Menu button , then Admin, and then select System Administration. The System Administration window is displayed, with a menu of options available . In the Explorer pane, locate the Service Level Management group , scrolling up or down if necessary. You may need to expand it to see all of the options.

  2. Select Agreement Types to open the window.
  1. Select . A row is added to the browse table on the Agreement Type window.
  2. In the Name field, type a name for the agreement.
  3. From the Type list, select the type of agreement: SLA, OLA, or UC. (You may like to adjust the column widths to see all of the columns.)
  4. Select to save the changes. Provide the Change Reasons if prompted to do so.

Once you select , the browse table displays the entries in alphabetical order.

Renaming an Agreement Type

Before you start

You must have SLM Setup enabled within your General Access Security Role in order to configure any SLM administration settings.

Verify that you have already defined options for Workflow Management and the CMDB, especially priorities, types, service levels, service types and CMDB item types.

  1. Select the Menu button , then Admin, and then select System Administration. The System Administration window is displayed, with a menu of options available . In the Explorer pane, locate the Service Level Management group , scrolling up or down if necessary. You may need to expand it to see all of the options.

  2. Select Agreement Types to open the window.
  1. Select the type you wish to rename, and type a new name over the existing one.

    2. Although you can rename the default SLA, OLA and UC types, it is recommended that you do not do so.

  2. Select to save the changes. Provide the Change Reasons if prompted to do so.

Deleting an Agreement Type

Before you start

You must have SLM Setup enabled within your General Access Security Role in order to configure any SLM administration settings.

Verify that you have already defined options for Workflow Management and the CMDB, especially priorities, types, service levels, service types and CMDB item types.

You cannot delete agreement types that are system default. These are typically called SLA, OLA, and UC, but may have been renamed.

If you delete an agreement type you added, you cannot reverse this procedure and you will have to re-create it if needed. You should note that a new agreement type of the same name as the deleted one will not automatically recreate any links, etc held by the original.

  1. Select the Menu button , then Admin, and then select System Administration. The System Administration window is displayed, with a menu of options available . In the Explorer pane, locate the Service Level Management group , scrolling up or down if necessary. You may need to expand it to see all of the options.

  2. Select Agreement Types to open the window.
  1. Select the agreement type you wish to delete. Select . If you attempt to delete the system default, you will receive a warning message.
  2. Select to save the changes. Provide the Change Reasons if prompted to do so.