How To - Configure Multiple SLA based upon MLC in IT Service Management - Part2

[prakhar_saxena]

In continuation to earlier blog (Part 1) , we are going to explore the steps to configure and implement multiple SLA for same customer in Solution Manager 7.1 IT Service Management where single SLA is not sufficient.

 

Practical example would be a company/customer wants to have 24/7 support for SAP incidents and 12/5 support for non SAP incidents like hardware or IT Asset incidents etc.

 

Please note: Before proceeding on it further, it is assumed that the Solution Manager system is already configured with Incident Management and custom Transaction Type like ZMIN or YMIN is present in the system as per requirement. Please check the below links for setting up the same.

http://www.service.sap.com/~sapidb/011000358700000608542012E

http://www.service.sap.com/~sapidb/011000358700000608872012E

 

Basically above signifies, the minimum configuration to have a properly copied transaction type (ZMIN/YMIN) which is having the relevant status profile and other configurations with master data in place.

 

Further, in our example, let us assume below 2 different Service & Response criteria for our 2 different category of incidents

• SAP Tickets – assuming 24/7 support


• Non SAP Tickets – assuming 12/5 support


• Customer name -  assuming XYZ Corp India

 

(PS. Above are just dummy/Imaginary values and you can replace with with real values or as per requirement)

 

For SAP Tickets, the availability of support should be 24/7 i.e. 24 hours and 7 days a week. This means users can post ticket at any time or day and the response should be provided as per below agree criteria as mentioned in below table:

 

Customer	Priority	IRT/MPT	Deadline
XYZ India	1	First Response By	1	Hour
		To Do By	2	Hour
	2	First Response By	2	Hour
		To Do By	4	Hour
	3	First Response By	8	Hour
		To Do By	12	Hour
	4	First Response By	12	Hour
		To Do By	16	Hour

Table 1: SLA for SAP Tickets with 24/7 support

 

Please note: Timestamps First Response By and To Do By are for measuring the IRT and MPT respectively which are defined in the system for setting up the deadline.

For non SAP Tickets, the availability of support should be 12/5 i.e. 12 hours and 5 days a week. This means users can post ticket at any time during but support will be provided for 12 hours for 5 days within a week, excluding Saturday and Sunday.

 

The response or resolution for incidents should be provided as per below agreed criteria as mentioned in below table:

 

Customer	Priority	IRT/MPT	Deadline
XYZ India	1	First Response By	3	Hour
		To Do By	5	Hour
	2	First Response By	5	Hour
		To Do By	9	Hour
	3	First Response By	7	Hour
		To Do By	12	Hour
	4	First Response By	11	Hour
		To Do By	16	Hour

Table 2: SLA for non SAP Tickets with 12/5 Support

 

Let us start configuring the SLA as per our requirements mentioned in Table 1 and 2 with below 5 main steps in below sequence:

1. Creation or Configuration for Service and Response Profile


2. Creation of Product and assignment of Service & Response Profile


3. Assignment of Service Products to Multi Level Categorization(MLC) & Sold to Party


4. Configuration of SLA Determination procedure in SPRO


5. Assignment of SLA Determination Procedure to transaction type

 

Step 1: Creation or Configuration for Service and Response Profile

 

First we need to create two different Service and Response Profiles in the system for XYZ Corp India customer. Therefore, logon to Solution Manager 7.1 system, now enter the transaction code “crmd_serv_sla” or follow the below SPRO path.

 

SAP Solution Manager Implementation Guide->SAP Solution Manager->Capabilities (Optional)-> IT Service Management-> SLA Escalation->Edit Availability and Response Times.

 

This will help us to configure Service and Response Profiles.

Click on Service Profile as highlighted in below figure and then click New Entries button as highlighted to create a new Service Profile.

 



 

Next step is to enter code (say ZSP), provide a description and then click on highlighted icon to maintain availability service timelines as per requirement for SAP Tickets/incidents. Thus, we create this one for 24/7 support.

 



 

Click on the highlighted icon will help to maintain the timelines or period. To maintain the service availability times 24*7 proceed as shown below.

 



Note: I am assuming all days are working here but it is possible to define our own Calendar (via SCAL transaction) which is very basic and easy for any Solution Manager Functional Consultant.

 

Further, click copy button as highlighted above then and save it.

 

On returning to screen or figure 2, again click new entries or repeat steps to create our second service profile for 12/5 timeline for non SAP Incidents/Tickets.

Once completed with Service Profile creation, we can now proceed further for response profile setup.

Next step is to configure Response Profile in the same transaction (crmd_serv_sla), so click Response Profile and click New Entries button.

 



 

Create a Response Profile ZRP and maintain a description. Choose Priority checkbox as shown.

 



 

Now click on Indicators for Response Times on the left side in above screen, which will change the right part of screen and we can maintain the priority values available in the system by pressing F4 as shown. Map all the priority values as requirement.

 



 

Once added from the figure 8, all the above priorities will be attached to response profile as shown below

 



 

Next for each Priority, we need to assign the relevant First Response By and To Do By parameter as per our Table 1.

Therefore choose Priority “1” as shown below and then click on Response Times on the left side of the screen.

 



 

Double clicking the Response Times node on the left side of our figure will open sub screen on the right part of same figure Maintain the values for two durations as shown below

• SRV_RF_DURA – for IRT


• SRV_RR_DURA – for MPT

 



 

Similarly, proceed for Priority 2, 3 and 4 by repeating above steps and maintain durations.


 

Similarly now we will create another Response Profile ZRP2 and maintain the parameter First Response By and To Do By as per Table 2 by repeating all above steps.

 

Step 2: Creation of Product and assignment of Service & Response Profile

 

Based upon example requirement for customer/company XYZ Corp India, we will now proceed to create 2 Service Products for SAP and Non SAP Incidents respectively. To create a service product, we can access the transaction commpr01, and this will open the below screen.

First, hit the search button in the Find Area.

 

Then a default SAP Service Product “Investigation” will be shown which is created via the Solman_setup – ITSM wizard. Double click to choose it and enter the change mode by clicking the Pencil or edit icon.  Further, assign the Service and Response Profile which will be empty initially.



 

Save it.

 

Similarly, we copy the above product using copy button to a different product by name Hotline and assign 12/5 Service and Response profile as shown below

 

 

 

Thus, we are now ready to move to assign them in Multi level categorization or step 3 as mentioned earlier in the blog.


 

We will continue in another blog with remaining or mentioned steps and its available now (Part3)