The document discusses service level agreements (SLAs) in IT service management. It covers defining SLA components, creating macros, events and automatic events. Service types and service contracts are used to track tickets automatically to help meet SLAs and ensure agreed upon levels of service. Macros are snippets of code that can be associated with events to perform tasks automatically. Options need to be installed and configured to implement automatic events for incidents, problems, and requests.

2.  Define SLA Components
 Create Macros , Events , Automatic Events,
 Create Service Types & Service Contracts

3.  Signed Level Agreement ( SLA) is agreement
between service provider – Service Desk – end
User organization that specifies in measurable
terms the level of service that will be provided
 Service Types enable you to track & take
Action on tickets automatically to help you
avoid breaking SLA.
 Service Types help ensure that agreed
measurable level of service is provided to end
user promoting Customer Satisfaction .

4.  Used to implement conditions & Actions used
by events
 These are snippets of Spell Code used to
perform tasks automatically
 6 Types of macros :
 Action
 Attach
 Event Execute Remote Reference
 Multiple Notification
 Condition
 Site Defined Condition

5.  Macros cant do anything until unless you
associate them with events
 When creating Events, Selecting of Objects type
restricts choice of condition & Action

6.  Attached to every object of the object type that
is associated with Event
 Enabled by using Option Manager Settings
 Following options are to be installed & set to
implement Automatic Events for Incidents,
Problems & requests :
Auto_Events : To be installed for Auto events to
Operate
Auto_Events_Count : Specify count of Automatic
Events Used
Auto_Events_Name : specifies root name of each
Auto event

7.  It brings together all events that comprise SLA
into one controlling Record
 It enables you to change delay time of event
while it is being used inService Type
 Enables you to create 3 different Timelines :
one for each cr, chg & Iss objects

8.  We use service contracts to simplify Analyst’s
choices for Areas, Categories & Service Types
 Service Contract consists of
 Private Service Type that can only be used in
Service Contract
 Mapped entities such as Contacts ,
Configuration Items& Priorities