Linking Activities to the Service Contract
After setting the attributes of the service contract, it is necessary to define the activities released for this contract, such as the requests and procedures made available, their cost if unavailable, among other specialized guidelines for each contract.
Before getting started
In order to define the activities released to the service contract, it is necessary to have registered certain functionalities, such as:
Having permission to access the Portfolio and Catalog Management functions,
Having the portfolio with registered services,
Having the contract linked to the service;
Registration of supplier, customer, currency, condition of operation;
Setting the calendar;
The time of attendance;
E-mail templates;
Workflow, and
Searches.
In addition, you must have already defined the service contract attributes.
Procedure
- Access the main menu Processes > Portfolio and Catalog Management > Portfolio;
- Access the Service Portfolio you want, and click on "Advance";
- Click on "Advance" on the desired service to access it. The Service Information screen will be presented;
- Click on the "Contracts" tab and then on "Advance" in the service contract to access it;
- On the left side of the screen, the activities to be linked to the contract in order to establish their parameters will be presented. They are:
- Requests: In this area, it is possible to link request activities to the contract, these must already be registered and linked to the service. To do so, you must press the "Link Service Request" and complete the data for this request to be linked: select your calendar, your operation, the request execution group, the notification template of each phase of the request, among others. Then, in the "Request" area, click on "Add" and select the request registered in the service.
- Incidents: This activity follows the same principle of registration of requests, to link an incident to the service contract, just follow the guidelines described in the previous item.
🖊 Note: It is possible to set the "Cost of Service" for each Request and Incident activity when you link or edit them.
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- Procedure: This activity follows the same principle of registration of requests and incidents, to link a procedure to the successful service contract, just follow the guidelines described in the "Requests" items.
🖊 Note: In all of the above activities, it is necessary to link a flow to each activity, otherwise it will not be possible to register a service request. To do so, in the "Service Flow" area, click on "Add" and select the workflow that properly handles the current activity and click on "Save".
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- Unavailability Cost: Inform the cost per hour, that the organization loses in the event of unavailability of the service;
- Availability Agreement: By clicking on "Link Availability Agreement", you can search and select the SLA agreed between the contract stakeholders;
- Calendar: To link a calendar to the contract, after clicking on "Calendar", click on "Link Calendar", search and select the preconfigured calendar that best fits the activity;
- Assessment: It is the percentage that the contract pays on the contracted Business Service. To inform the assessment of the contract, it is necessary to click on "Add Assessment" and inform its percentage (indicate a percentage from 1 to 100%) and its payment cycle.
✅ Rule:
• Defining different assessments to the same cycle in the same service/business/contract is not allowed; • It is not allowed to register or change assessments to which cycles are not closed; • It is not possible to delete an assessment to which cycles are not closed with the configurations registered.