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How To – Configure Multiple SLA based upon MLC in IT Service Management – Part 4

This is the last blog in continuation to earlier blog series (Part 1  Part 2 & Part 3), we are going to explore the further steps to configure and implement multiple SLA for same customer in Solution Manager 7.1 IT Service Management where single SLA is not sufficient.

Let us complete remaining 2 steps as mentioned in earlier blogs and then test our entire configuration.

Step 4: Configuration of SLA Determination procedure in SPRO

Further, navigate to SLA Determination Procedure in SPRO

SAP Solution Manager Implementation Guide->SAP Solution Manager->Capabilities (Optional) -> IT Service Management-> SLA Escalation->Define SLA Determination Procedures

Choose the standard SLA determination procedure and then click copy button as highlighted below


Press entry key to start copying and confirm any pop ups. Also save it in a transport Request.

Further, click the ZMIN0001 SLA Determination Procedure and then choose access sequence on the left part of the same screen of figure below.

As we have copied from standard we have all the entries copied but it is not mandatory to have all of them and we can remove the irrelevant ones. To remove anyone choose the entry and click minus icon in above figure.

As we can see here lot of other criteria are available which gives us the flexibility of SLA determination via multiple choices offered by SAP.  Save and exit.

Step 5: Assignment of SLA Determination Procedure to transaction type

Now navigate to SPRO or follow below path

SAP Solution Manager Implementation Guide->SAP Solution Manager->Capabilities (Optional) -> IT Service Management->Transactions->Define Transaction Types

Now search for ZMIN or YMIN transaction type for incident management using position button or scroll down.

Please Note: This is assumed to be present as it is part of incident management setup in Solution Manager 7.1

Choose the ZMIN or relevant transaction which is configured for Incident Management and then click on Assignment of Business Transaction Categories option on the left side of screen.

Now choose Service Process in the figure 30 above and then click on Customizing Header in the left navigation tree.Next step is just to maintain or now assign our SLA Determination Procedure to the field shown in below figure.

Thus, we have successfully assigned our custom SLA Determination Procedure to our ZMIN transaction type and finished the setup of Multiple SLA’s.

Save and exit.

Thus above are the 5 main steps in addition to standard incident management which are sufficient to setup a multiple SLA for same customer who would like to have a separate support or SLA for SAP Incidents and another one for Non SAP Incidents respectively.

Testing – Multiple SLA

Now let us create 2 incidents with one SAP Application category and another one with IT Assets category respectively, to see if our SLA configuration is determined properly or not.

Enter transaction sm_crm, now choose the Business role SOLMANPRO or SOLMANREQU assuming multiple Business Roles are assigned to your ID.

In our case, we have selected standard SOLMANPRO business role delivered in standard itself (Out of Box). Provide multi level categorization, Sold to Party, Reporter(automatically picked up if configured) with priority.

Now click save button and thus an incident ID will be generated and ticket is posted. System will automatically determine the SLA and calculate the IRT and MPT date for us as shown below. In our example, as per Table 1 for customer XYZ Corp India, the dates are calculated properly

Similarly we repeat above steps to post an incident for IT Assets or non SAP category as shown below.

Thus, above steps can be utilized to configure and implement multiple SLA’s for same customers based upon multi-level categorization in Solution Manager 7.1.

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