SLA with Coverage Windows

This extension adds the capability to define Coverage Windows and Holidays in iTop and use them to compute Service Level Agreements (SLA) deadlines depending on the service and the coverage windows used in the customer contracts.

By default, SLA computation assumes that a given duration does not depend on the time it starts (i.e. computations are based on a 24×7 service).

If you would like to compute SLA deadlines (TTO and TTR) depending on the customer/service and the times at which your support teams are working, then you will have to implement Coverage windows.

This extension allows you to define:

• Coverage windows (i.e. open hours within each day of the week)
• Holidays (complete days which are closed for business, e.g. January 1st, May 1st…)
• How the Coverage Windows and Holidays are related to each Ticket.

Once the Holidays and Coverage Windows are created in the system, the TTO and TTR deadlines are computed according to the corresponding coverage windows and exclude the holidays.

Coverage Windows are defined as one single time frame per day (i.e. from 8h00 to 18h15). Defining a “lunch break” is not possible in this version of the extension.

Hollidays are not taken into account if no coverage window has been defined (or if none applies to the ticket).

iTop 2.0.2 or newer.

1. Download the package: sla-computation.zip and expand the 2 folders “combodo-coverage-windows-computation”, “combodo-sla-computation” into the “extensions” directory of iTop.
2. If you have already installed iTop, make sure that the configuration file config-itop.php in conf/production is NOT read-only.
3. Point your web browser to http(s)://<your_itop_root>/setup and follow the wizard instructions. Make sure that you select the option to “Upgrade an existing iTop instance”:
4. Finally check the module “Plug-in SLA computation with coverage windows for UserRequest and Incidents” in the list of extensions at the end of the interactive wizard. Then complete the installation.

Once the new module has been installed, the default configuration states that:

• The Coverage Window applicable to a Ticket is defined, for each Service, on the Customer Contract.
• There is just one global list of Holidays. Any Holiday defined is applicable to any Ticket.

        'combodo-sla-computation' => array (
                'coverage_oql' => 'SELECT CoverageWindow AS cw JOIN lnkCustomerContractToService AS l1 ON l1.coveragewindow_id = cw.id JOIN CustomerContract AS cc ON l1.customercontract_id = cc.id WHERE cc.org_id= :this->org_id AND l1.service_id = :this->service_id',
                'holidays_oql' => 'SELECT Holiday',
        ),

You can adjust the configuration parameters if you want to use different rules.

        'deadline_format' => '$date$ ($difference$)',

The menu “Coverage windows” in the module “Service management” displays all coverage windows defined in iTop. If none has been defined click on “Create a new coverage window”, otherwise click on “Create” to create a new one.

The menu “Holidays” in the module “Service management” displays all holidays defined in iTop. If none has been defined click on “Create a new holiday”, otherwise click on “Create” to create a new one.

The Holiday Calendar allows you to group holidays (for example based on the country of your customers). This is a convenient way to simplify the queries required by a complex (multi-customer / multi-country) environment.

The OQL queries configured by default when installing the module do not use Holiday Calendars.

To change the coverage window of a customer contract, simply modify the contract and in the tab “Services” select the appropriate coverage window required for each service:

By default, if no coverage window is selected, the computation of deadlines will be done using a 24h*7 coverage window.