Hierarchical SLA Coverage

There are different ways to specify who is covered by an SLA. The coverage of most SLAs is defined by selecting the organizations which employees are to be covered.

Enterprises with large organizational hierarchies asked for an extra coverage option for situations where all people of a company, including all of its departments, need to be covered. This option is now available for service level managers. It is called ‘People of the Following Organization and Its Descendants’.

When this option is used, the SLA covers all people of the selected organization, its child organizations, the children of the child organizations, etc. Using this option should further reduce the administrative effort needed to register and maintain SLAs.