HP Service Manager Documentation: Service Level Management

• Service Level Management
  • Service Level Management goals
    • Availability
    • Response time
  • Service Level Management drivers
  • Service management best practices support
  • Overview: Service Level Agreements
    • Why are Service Level Agreements important?
    • Service Level Objectives
      • Service Level Objective catalog
    • Application integration
      • Service Level Agreement information in other applications
      • Calculating response time
      • Example: Enabling Service Level Agreement alerts
      • Access Service Level Agreements from Configuration Management
  • Overview: Service Contracts
    • Contract overruns
  • Service Level Management administration
    • Service Level Agreement profiles
      • Using Service Level Agreement profiles
      • Adding or editing Service Level Management profile records
      • Search for a Service Level Agreement profile record
      • Add a Service Level Agreement profile record
      • Update a Service Level Agreement profile record
    • Service Contract administration
      • Service Contract Control record
      • Edit the Service Contract Control record
      • Service Contract Entitlement records
      • Checklist: Service Contract Management
    • Service Level Agreement administration
      • SLA control record
        • SLA control record options
        • Edit the Service Level Agreement Control record
      • Service Level Agreement links
        • Link a Service Level Agreement to other records
      • Service Level Agreement application integration records
        • Integrate Service Level Agreements with other applications
      • Defining Service Level Objectives
        • Availability Service Level Objectives
        • Response Service Level Objectives
        • Service Level Objective duration types
        • Define availability Service Level Objectives
        • Define response Service Level Objectives
        • Use the Service Level Objective wizard
        • Add Service Level Objectives
        • Edit Service Level Objectives
        • Delete Service Level Objectives
      • Service Level Agreement alerts
        • Standard alerts and Service Level Agreements
        • View an alert definition record
      • Prioritizing incidents, problems, and changes
    • Service Level Management data
      • Service Contract tables
        • Expense line records
        • Currency conversion records
        • Currency definition records
        • Labor Performed Detail records
        • Parts Detail records
    • Service Level Agreement tables and applications
    • Service Level Agreement response data
    • Service Level Agreement outage relationships
  • Working with Service Level Agreements
    • Operational Level Agreements
    • Service Level Agreement components
      • Service Level Agreement attachments
      • Attach a file to a Service Level Agreement
      • Agreements tab
      • Linked service contracts
      • Link a service contract to a Service Level Agreement
    • Service Level Agreement selection process
      • Assigning Service Level Objectives to an application record
      • Service Level Objective selection process
      • Assign a Service Level Agreement to a department
      • Assign a Service Level Agreement to a company
      • Assign a default Service Level Agreement
    • Create a Service Level Agreement
    • Delete a Service Level Agreement
    • Edit a Service Level Agreement
    • Access Service Level Agreements from other applications
    • View Service Level Agreements from Configuration Management
    • Outages
      • Outage classes
      • Planned outages
      • Automatic outage posting
      • Enable automatic outage posting
      • Disable automatic outage posting
      • Outage spreading
      • Enable outage spreading
      • Disable outage spreading
      • Change outage start and end times
      • Outage posting in other applications
    • Service Level Agreement performance and reporting
      • Response metrics
      • Response time data
      • Availability metrics
      • Availability data
      • View Service Level Agreement metrics
      • Researching response and availability results
        • Research availability results
        • Research overall results
        • Research response results
      • Recalculating Service Level Agreement data
        • Recalculate availability and response time
      • Service Level Agreement dashboards
      • Service Level Agreement reports
  • Working with service contracts
    • Service contracts
    • Service contract tasks
      • Create a new service contract
      • Delete a service contract
      • Edit a service contract
      • View a service contract
      • View an exceeded interaction allocation service contract
      • View an exceeded incident allocation service contract
      • View an expired service contract
      • View an overspent service contract
    • Contract Wizard
      • Access the Contract Wizard
      • Contract thresholds
    • Entitlement checking
    • Expense line records
      • Itemizing costs
      • View an expense line record
      • Display a cost table and expense line record
    • Handle time costs
    • Cost assessment
    • Labor costs
      • Labor Performed Detail records
      • Create a Labor Performed Detail record
      • View a Labor Performed Detail record
    • Parts costs
      • Parts Detail records
      • Create a Parts Detail record
      • View a Parts Detail record
    • Currency records
  • BAC integration
    • Service Manager event type that manages BAC KPI ticket status
    • Using a Connect-It scenario to open BAC KPI tickets with Event Services
      • Opening an incident from a BAC KPI ticket
      • Updating an incident from a BAC KPI ticket
      • Closing an incident from a BAC KPI ticket
    • SLOs that monitor BAC KPI metrics

• English-to-Russian translation