Setting an SLA’s Coverage
You will have noticed that Howard was not able to specify who will act as the SLA’s customer representative, nor was he able to specify who will be covered by the SLA. That is the job of the service level manager of Widget North America’s IT department.
Chess Cole has the service level manager role of the 4me account that Widget North America’s IT department uses. You can access this 4me account by going to wna-it.4me-demo.com. There you can log in as Chess.
| Chess’ email address is: | chess.cole@widget.com |
| His 4me password is: | 4me |
Open the new SLA in Edit mode. You will notice that Chess is not able to change much in the SLA. He can, however, update the customer and select a customer representative. He can also specify who is to be covered by the SLA. When someone is covered for Safety First Production, this service instance will be listed in the service hierarchy browser when a new request is opened for this person.
Update the SLA by selecting the organization that will actually pay for the service. This is the ‘Widget North America, Manufacturing’ organization. Next, select Joyce Aderholt as the Manufacturing department’s customer representative for the Safety First service. In the Coverage section, ensure that all people who work for the Manufacturing department are covered by this SLA.
Question:
What is the option you will select in the Coverage section?
You have 2 good choices People of the following Organization(s) or People of the following Organization(s) and Their Descendants. The last option is future proof if Widget would decide to create child organizations of the Widget North America, Manufacturing organization. Don’t forget to click on the ‘Link Organizations …’ button and to select the Widget North America, Manufacturing organization. The first option All People of Customer Account is wrong. The customer account of this SLA is Widget North America, Information Technology. The people of the Manufacturing organization are defined in the directory account, not in this support domain account. So they will not be covered by this SLA when you select this option.
You will notice that the Support domain field is available in this SLA. That is because Widget Data Center and Widget North America’s IT department each have their own 4me account. Their 4me accounts are both a support domain of the same directory account (to get a better understanding of the different types of accounts that are available in 4me you may want to check the Accounts and Trusts section in the 4me Administrator Training). To ensure that the end users do not need to select the Widget Data Center support domain when they need to submit a request for the ‘Safety First’ service, leave the Support domain field set to ‘Information Technology’. That way all the IT services that the employees of Widget North America use are supported by the same support domain.