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