ServiceGrid Article - Basicdata For Workflow Connections

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Contents

Overview

Company and Organizations

Every partner participating in the communication must be defined as separate business partner (company) in the ServiceGrid database.

Every business partner (company) can consist of one or more organizations (divisions, branch offices, and so on). The organizations are the contracting parties in a contract. Therfore, it is possible to subdivide large companies and assign subdivisions to a contract.


Definition
Company A company is a client and takes the role of a service customer and/or service provider.
Organization
  • Each company can have one or many organizations.
  • At least one organization for every business partner needs to be defined (the organizations are the contracting parties of a contract).
  • The organization data consists of the organizations name and address.


Additionally there are three important and mandatory information fields:

Field
Description
Contact
The name of the person who will be contacted, if there is no other person named in a call (default contact person).
E-Mail
The email address that is used for outbound transactions from Cisco ServiceGrid to the service partner system and for error messages.
Callsystem
The call system the service partner is using. The call system specifies the type and content of transactions received and sent from and to the service customers system.


Contracts and Contract Elements

A service contract defines the relationship between two organistations. It defines which organistaion takes the service provider and which the service customer role.

Every contract holds one or more contract elements or service items. Contract elements / service items hold the information about the provided service. Every contract element or service item corresponds to a service level (agreement).

To make sure that each call can be referenced to a contract element, the following rules have to be adhered to:

  • There must be at least one contract per service provider.
  • There must be at least one contract element per agreed service level.

The contract elements may contain more additional information about the devices under contract:

  • Device data (manufacturer, type, model, serial number, ...)
  • Location (address, location codes)
  • Warranty data (warranty start and end, warranty type)

Contract Data

A contract is the agreement between a service customer and a service provider. The contract data contains:

  • the contract name,
  • the contract numbers, and
  • the start and end date of the contract.

A contract has three mandatory fields:

Field
Description
ShortName
The short name of the contract may be used to reference a call to a specific service level.
Customer
The service customer organization related to the contract.
Provider
The service provider organization which provides the service.

The service level and the type of service is specified in the contract elements. Each contract can contain multiple contract elements.

Contract Element and Service Item Data

A contract element or service item specifies the service level agreement and the type of service which is provided by the service provider.

The contract element data contains:

  • the name of the contract element,
  • the contract element number,
  • the start and end date of the agreement,
  • the provided service level, and
  • a set of communication flags.

There are two important data objects in the contract element data:

Field
Description
ShortName
The short name of the contract element may be used to reference a call to a specific service level.
SLA
The agreed service level in terms of service time, response time and recovery time.


For a complete list of Cisco ServiceGrid Articles, go to the List of Articles page.

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