How To - Configure Multiple SLA based upon MLC in IT Service Management - Part3

[prakhar_saxena]

In continuation to earlier blog (Part 1 & Part 2) , 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.

Quickly what we have so far done is out of below steps, first 2 steps are completed.

1. Creation or Configuration for Service and Response Profile
2. Creation of Product and assignment of Service & Response Profile
3. Assignment of Service Products to Multi Level Categorization(MLC) & creation of Sold to Party
4. Configuration of SLA Determination procedure in SPRO
5. Assignment of SLA Determination Procedure to transaction type

Thus, we are now ready to assign Products to Multi level categorization which are already having our Service and Response Profiles.

Step 3: Assignment of Service Products to Multi Level Categorization(MLC) & Creation of Sold to Party

In the CRM Web UI, choose the standard Business Role SOLMANPRO if multiple business roles are assigned.

Please note: Make sure the PFCG role (SAP_SM_CRM_UIU_SOLMANPRO) is assigned to your user ID for accessing SOLMANPRO Business Role. SAP_SM_CRM_UIU_SOLMANPRO is a standard PFCG role delivered by SAP for accessing standard IT Service Management interface and other relevant access.

From Solution Manager 7.1 onwards it is mandatory to use Business Roles as this is the only way to access the new interface. Kindly check my another blog for the same(SOLMANPRO)

Now click to choose the highlighted workcenter “Service Operations” and then click on categorization schemas as shown below.

Now we will assign our two service products to multi level categorization as mention earlier. This will enable us to setup multiple SLA’s as we have stated in tables 1 and 2 for SAP and Non SAP Incidents/Tickets respectively.

Once we have clicked on categorization schemas we get the below screen.

Click the Search button to list all the available schemas. As we have already assumed that incident Management is setup so we are assuming a custom multi level categorization is already available. For creating a new MLC, we can refer below guide

http://wiki.scn.sap.com/wiki/display/SAPITSM/Multilevel+Categorization

Thus select the relevant MLC and click “Version” button to create a new version of the same. Further, expand and choose “SAP Application” category as shown in below figure

1. Click on the  New button in the Service Product block
2. Assign the Investigation Product which has 24/7 support profile already attached

In the same screen of above figure, we further select “IT Asset” and “Hardware” category and assign the Hotline product which has 12/5 support profiles attached respectively.

Now save the new version of MLC and release it for use.

Next we need to create a Sold To Party which is very Basic configuration and therefore I am not covering here because our assumption is basic Service Desk/Incident Management is already configured.

The remaining configuration are covered in the last blog of the series as below.

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