SLA Management is integrated into the SAP Solution Manager IT Service Management from the shelf and is available after successful system preparation, a basic configuration and a basic ITSM installation. It interacts directly with ITSM Incident Management, which is a comprehensive point of service that allows centralized processing of events and expenses at multiple organizational levels. The ITSM provides a channel of communication with all relevant stakeholders of an incident, such as business user, SAP Service – Support and partner support staff. Please note that in Solution Manager 7.1 SPS 05, the SLA information of an incident message is no longer displayed by default to the reporter. If the incident is closed by the reporter (if a newly created incident is removed or a proposed solution is confirmed), the incident will be completed by the “Ended” time stamp for the actual closing of the incident. The internal assistance organization has signed a contract with the equipment manufacturer for a collection and return service. A service-based SERVICE Level Agreement (ALS) is used to agree on service delivery arrangements between different parties (usually a service provider and a service consumer). These terms include, for example, the content and extent of services guaranteed within specific tolerance limits for certain sizes within a pre-defined time frame. SLAs are usually part of a contract between a client and a service provider. SAP Solution Manager`s IT Service Management is an ITIL-compliant, certified management tool that supports business processes that allow you to run all aspects of your service desk – from managing incidents and problems based on service level agreements to correctly implementing infrastructure changes to avoid negative effects on users.
From SAP Solution Manager Release 7.2, the way solutions are used has changed. The organization of business systems and processes through different solutions is no longer mandatory. Therefore, the level reporting service is no longer limited by a solution limit with this version. Nevertheless, the implementation of Service Level Report remains compatible with the solution documentation approach and allows you to divide your system landscape into any amount of equivalent solutions. It is precisely for service provider environments or large client facilities with a large number of systems that it is recommended to use solution documentation to enable clear SLR installation.