Service Parameter Type

Service Parameter Type classifies Service Parameters. Both Service Parameter Type and Service Parameters define basic Incident, Problem and Change prioritization guideline.

Usually two types of Ticket Service Parameters are available:

• OLA (Operating Level Agreement)

  OLA defines the interdependent relationships among the internal support groups working to support a Service Level Agreement. The agreement describes the responsibilities of each internal support group toward other support groups, including the process and time-frame for delivery of their services. The objective of the OLA is to present a clear, concise and measurable description of the service provider's internal support relationships.

• SLA (Service Level Agreement)

  SLA is that part of a service contract where the level of service is formally defined. See also Ticket Service Parameter. SLA is generally business oriented and does not go into much technical detail. In Valuemation, SLAs are used for categorization and prioritization of a Ticket then.

Ticket Service Parameter

Priority is assigned automatically to an Incident on the basis of the definition available in the Ticket Service Parameter catalog. Individual Ticket Service Parameters in the catalog are definition objects determining which priority and Ticket Service Parameter Type will be assigned to the Incident by a specific condition.

The Edit View of Ticket Service Parameter describes the connection to a individual ticket and also the actual Level of Service.

The most important attributes are:

• Ticket Service Parameter

  The name of the Ticket Service Parameter.

• Level of Proceeding

  It may happen that you have got 2 (or more) SLAs which all meet a certain condition - which one to choose then? Now here an appropriate processing level can be set. The lower number, the higher SLA priority.

• Ticket SLA/OLA Type

  Shows the corresponding Ticket Service Parameters.

• Calendar

  This is a reference to the working hours calendar that is relevant for this ticket. The working hours of the appropriate group will be taken into account when calculating response and finishing times.

• Condition Ticket Rule

  The SQL rule that links the Ticket to this Service Parameter. If the Ticket matches the condition, then this Service Parameter will be applied. Various Condition Ticket rules contain various definition sets which (based on Impact and Urgency combinations) assign a priority to the Incident, Response and Resolution time and the Ticket Service Parameter.

  When defining the condition, you can also use the 'count' and 'is empty' (count=0) function. For example, using these function you can define changes in the Major Incident priority depending on the number of its Subordinated Incidents etc.

  Example: You mark an Incident as a 'Major Incident'. In this case, the priority will not be changed automatically just due to the 'Major Incident' mark. However, the priority will be changed depending on the - possibly growing - number of the Subordinated Incidents and thus automatically escalating the Incident to higher level.

• Shorttext

  A more detailed text.

• Default Response time

  The maximum amount of time that is allowed to elapse before a response is issued for this ticket under the terms of the SLA.

• Default resolution time

  The maximum amount of time that is allowed to elapse before the ticket is solved under the terms of the SLA.

• Impact

  Default impact for a ticket that matches the rule.

• Priority

  Default priority for a ticket that matches the rule.

For more details, please see also the 'Ticket Prioritization Guideline' topic.