Remedyforce boasts one of the best non-coded SLM (Service Level Management) setups in the market. It comes feature packed with Entitlements, Milestones and Actions, and Service Targets which can all be configured using forms. All SLA’s can be segregated by service and account and have time based actions built-in.
This article is a step-by-step guide on setting up a basic SLA in Remedyforce SLM.
1. The first thing to do is to go into the Remedyforce CMDB and create a new service for the SLA. For this example, Desktop Service will be used.
2. Fill out the Instance Name and make sure the Service Type is BusinessService, then save.
3. Go to the Remedyforce Workspaces tab, under Service Level Management folder select Agreements and then click on new.
4. Fill out the Agreement Title, Service, and the Effective From/To Date. Agreement Type can be left to default. Then Save to active the Service Targets Tab.
5. Service Targets are where theTimeframe, Qualifications, SLA clock, and milestone can be configured for each SLA. Go to the Service Targets Tab and clikc on the green circle to create a new Service Target.
6. Give the Service Target a distinguishable name. The easiest way is to just follow the priority structure. Ex. P1-P5. The last bit of required info on this tab is the Target timeframe for this Service Target (how long an agent has to resolve the Incident). Don’t forget to save to active the rest of the tabs.
7. This Service Target is only for P1 Incidents in the Desktop Service. To ensure this happens, a single Qualification line will be used.
8. Go to the measurement tab, a common use case is to pause the clock on when a certain status is set so the support organization will not be penalized for the time waiting. Go to the Pause Clock When accordion and add a line for Pausing the SLA clock.
9. In order to setup notifications for the SLA go to the Milestones and Actions tab. Then click on the green circle to create a new Milestone.
10. For this example, a milestone will be setup when this Service Target is missed a action will be added to the milestone that will notify the current Incident Owner.
That’s it! The SLA is all setup and ready to go, just make sure to save all the screens exiting the popups. The rest of the article will walk through testing this functionality.
1. Create a new Incident, setting the correct Service and filling out the Urgency/Impact to return a Priority of 1.
2. After saving, the Service Target cross-airs will turn be activated, clicking on the cross-airs will display the Service Target history for the Incident.
3. To test pausing the clock, select the status of the Incident that was setup in the Measurements tab.
4. Go back and view the Service Targets for this Incident again.
5. The last thing to do is close out the Incident.
6. View the Service Targets again to see the updates.

by Collin Parker, RightStar Systems