We have requirement to configure SLA for the Tickets.
Can any one let us know the flow to configure SLA and calculate the cost for the SLA viloation,
I will recommend your start by reading the SDM green book. There is a full chapter around SLA there and will mostly give you all the knowledge you need to start.
Don't have the link back but a simple search on the support site must return it for you
Hope this help
I have gone through the SDM green book documents.
But I wanted to know how penalty can be calculated.
To measure to cost of SLA, you can define the service target for all service type definitions.
Maybe you did.
I don't think you can calculate the cost of penalties directly in Service Desk. This is probably something you can do with BSI (CA Business Service Insight).
another basic approach is to standardize and etablish a policy for your cost violation fields
you can then build your report based on this policy
service type A can have a violation cost of 1000 where service type B cost will be 10000
now with this method you can establish by reporting convention what Service Type have violate and by calculation assume a cost.
Of course the sequence need to be made large enough as this will condition the number of violation you can report. in my case you can report a maximum of 9 violation for service type A prior those are crossing over and make this technic wrong.
Hope that give you some idea.
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