Agility™ represents all relationships through Service Agreements. These are created and maintained with regard to the policies of the parties concerned. Agility™ will handle each request in a way that is tailored to the needs of the Service Agreement under which it has been sent. Service Agreements can be of any duration and can also be nested and recursive. Agility™ records details of all Service Agreements, the relationships between them and all related events. This information can be used for audit, capacity planning and real-time monitoring.
In the diagram above both Department A and B are using Agility to deliver an application under Service Agreement (SA) 1 and SA 2 to their respective clients. Additionally they have created SA 3 between themselves which states that when Department A is asked to provide App 1 under SA 4, Department A will outsource this work to Department B. Department B's machines are newer and faster than Department A's, and Department A is also concerned that it does not have the capacity to fully satisfy both SA 1 and 4 concurrently. Using the information recorded by Agility, Department B will cross-charge A for the provision of SA 3. Department A will ensure that its requirements are being satisfied by monitoring the relationship performance in real-time, thus ensuring that it delivers on the terms of SA 4 to which it has agreed.
