IT Demand SLA Fields

IT demand can be tracked and reported by using a predefined set of Service Level Agreements (SLAs). These SLAs correspond to an acceptable level of performance or reaction time as specified by your business processes.

The Service Requested Date is set upon initiation on the request. The user then sets the SLA level in the request and the SLA violation date is calculated. If the request is not closed before the SLA violation date, an SLA exception occurs.

Figure 3-2. IT demand SLA fields

The service requested date need not correlate to the request creation date. For example, the customer SLA might be based on the time it takes to implement a bug fix after bug approval (rather than bug creation).

Table 3-2. IT demand SLA fields lists the IT demand SLA fields.

Table 3-2. IT demand SLA fields

Field Name


SLA Level

The SLA Level field is set by a rule based on the priority of the request. The default values for the DEM - SLA Level Validation are:

  • Critical - 3 Days

  • High - 5 Days

  • Normal - 15 Days

  • Low - 30 Days

SLA Violation Date

The SLA Violation Date is set by a rule based on Service Level and Service Requested Date. The SLA violation date equals the service requested date plus the time specified by the service level validation.

Service Requested

The Service Requested Date is set by a rule to the creation date of the request. It can be set to correlate with any workflow step.

Service Satisfied

The Service Satisfied Date is set by the execution workflow step, DEM - SLA Satisfied On.