Service Level

The Service Level option sets the time frame for a task to be completed. Service level agreements can be between departments in an organization or between external users. Service levels are defined by the attributes on the submitted request. Service levels are useful data points for generating performance reports (Service Level for Requests report). Example You create a service level where the workflow type is CUP and the number of days for a request to be approved to 10 (days). This service level is also configured for attributes of Request Type and Priority with values of the following:

If a request is submitted on 10/21/08 and the approval due date is 10/31/08, but it is actually approved on 11/05/08, the latter date is marked to indicate that a service level agreement for this request has been broken.

Configuring a Service Level
Procedure 1. On the Configuration tab, navigate to Service Level. The Service Levels screen appears. 2. Click Create. The Create Service Level screen appears 3. Enter all required information. The information in the Short Description field appears in dropdown lists throughout Compliant User Provisioning when you perform a query. This field is limited to 38 characters. The Workflow Type option is available only if Compliant User Provisioning is integrated with Risk Analysis and Remediation or Enterprise Role Management and you enable Workflow Types on the Miscellaneous screen. 4. Add attributes. You must add each attribute individually. Click Add Attribute to add additional attributes.

Changing a Service Level
Procedure 1. On the Service Level screen, select the service level you want to change. 2. Click Change. The Days and Hours fields become active. 3. Make any modifications. 4. Click Save.

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