Create a Service/SLA/Priority Structure

To create a Service, SLA, Priority structure:

1. Design a three-tier Categorization for each Service.
2. Complete your own SLA/Priority Spreadsheet.
3. Create one or more SLAs:

   Tip: CSM provides a default SLA, named Corporate. Consider using this SLA for all Incidents/Requests. If needed, change the Target Times to meet your needs.

   1. Create a new SLA by clicking File>New>New SLA from the CSM Desktop Client menu bar or by clicking New>New SLA on the CSM Desktop Client toolbar.

      A new SLA Record is created with a Status of New.

   2. Complete the SLA fields. The Title and SLA Type are required to save the record.

      Note: For detailed field information, refer to the SLA Form documentation.

   3. Plan your SLA:
      1. In the Status alert bar, click Set to Planning.

         

         The SLA status changes to Planning.

   4. Define your SLA Target Times:
      1. Click the SLA Target Times tab (Form Arrangement area).
      2. Click New SLA Target Time.

         The New SLA Target Times form opens.

         Note: For detailed field information, refer to the Target Times Form documentation.

         Notes: By default, the Target Times form uses a wizard interface that provides helpful information for creating Target Times. To bypass the Target Times wizard and complete the information using one form, select the Disable Target Time Wizard radio button under Advanced Options in the Main Pane.

         

      3. Select/define your Priority and parent type.
      4. Click the Next button and define your Work Hours.
      5. Click the Next button and define your Response Time.
      6. Click the Next button and define your Resolution Time.
   5. Add values to your Priority Matrix:
      1. Click the Priority Matrix Element tab (Form Arrangement area).
      2. Click New Priority Matrix Element.

         The Priority Matrix Element form opens.

         

      3. Define the priorities.

         Note: For detailed field information, refer to the Priority Matrix Element form documentation.

4. Activate your SLA:
   1. In the Status alert bar, click Active.

      

5. Create one or more Services:
   1. Create a new Service by clicking File>New>New Service from the CSM Desktop Client menu bar or by clicking New>New Service on the CSM Desktop Client toolbar.

      A new Service Record is created with a Status of Planning.

      

   2. Define the Service fields.

      Note: For detailed field information, refer to the Service Form documentation.

   3. Define the Service Categories:
      1. Click the Categories tab (Service Form Arrangements area).
      2. Click New Category.

         The Category form opens.

      3. Complete the fields.

         Note: For detailed information, refer to the Service Form documentation.

   4. Define the Service Subcategories:
      1. Click the Subcategories tab (Arrangements area).
      2. Click New Subcategory.

         The Subcategory form opens.

      3. Define the fields.

         Note: For more information, refer to the Service Form documentation.

6. Activate your Service:
   1. In the Status alert bar, click Set as Active.

      

7. After the SLA is activated, you have the following options:
   1. If you discover that work needs to be done on the SLA, click the Deactivate this SLA link in the I Want To section to temporarily disable it (Status changes to Inactive). The SLA can be reactivated by clicking the Set to Planning link in the Status alert bar.
   2. If the SLA is no longer applicable, click the Retire this SLA link in the I Want to section (Status changes to Retired). The SLA can be reactivated by clicking the Set to Planning link in the Status alert bar.