SLA and Chargeback Management

1. Overview

SLA / OLA definitions, breach tracking, escalation rules, service-cost tracking, and chargeback to consuming business units.

2. Entity summary

Name	data_object	Description
SLAs	`service_slas`	Service-level agreements setting response, resolution, and availability targets by priority, category, or customer tier.
Cost Centers	`cost_centers`	Organizational units for cost allocation, with code, manager, hierarchy, and currency, driving variance and departmental reporting.
Org Units	`org_units`	Nodes in the organizational hierarchy such as divisions, departments, and teams, with manager, cost center alignment, geographic scope, and parent-child links.

flowchart TD
  classDef master fill:#d4f4dd,stroke:#27ae60,color:#0b3d20;
  classDef embedded_master fill:#fff4cc,stroke:#c79100,color:#5b4500;
  classDef platform_builtin fill:#e0e0e0,stroke:#424242,color:#1a1a1a;
  service_slas["SLAs"]
  cost_centers["Cost Centers"]
  org_units["Org Units"]
  users["Users"]
  cost_centers -->|"funds"| org_units
  org_units -->|"maps_to"| cost_centers
  org_units -->|"rolls_up_to"| org_units
  users -->|"leads"| org_units
  users -->|"owns"| cost_centers
  users -->|"owned SLAs"| service_slas
  org_units -->|"has members"| users
  class service_slas master;
  class cost_centers embedded_master;
  class org_units embedded_master;
  class users platform_builtin;
  style cost_centers stroke-dasharray:5 5;
  style org_units stroke-dasharray:5 5;

3. Entities catalog

#	data_object	canonical code	singular	plural	role	mastered in	mastered label	necessity	personal_content	entity_type	write tier	notes
1	`service_slas`	`service_slas`	SLA	SLAs	master	-	-	required	-	catalog	`:admin`	-
2	`cost_centers`	`cost_centers`	Cost Center	Cost Centers	embedded_master	`fin-gl-close`	General Ledger and Close	optional	-	catalog	`:admin`	-
3	`org_units`	`org_units`	Org Unit	Org Units	embedded_master	`hcm-org-positions`	Organization and Position Management	optional	-	operational_workflow	`:manage`	-

4. Aliases and industry synonyms

(none: no industry-scoped aliases for this scope)

5. Relationships

5.1 Intra-scope edges

from	verb	to	cardinality	kind	necessity	owner_side	delete_mode	fk_format	notes
`cost_centers`	funds	`org_units`	one_to_many	reference	required	source	restrict	reference	-
`org_units`	maps_to	`cost_centers`	one_to_one	reference	optional	source	clear	reference	-
`org_units`	rolls_up_to	`org_units`	one_to_many	reference	optional	source	clear	reference	-

5.2 Built-in edges (`users` and other platform built-ins)

from	verb	to	cardinality	necessity	owner_side	delete_mode	fk_format	notes
`users`	leads	`org_units`	one_to_many	optional	source	clear	reference	-
`users`	owns	`cost_centers`	one_to_many	optional	source	clear	reference	-
`users`	owned SLAs	`service_slas`	one_to_many	optional	source	clear	reference	-
`org_units`	has members	`users`	one_to_many	optional	target	clear	reference	-

5.3 Cross-scope edges

5.3a Outbound from this scope’s masters and contributors

Edges this scope drives: the in-scope endpoint has role of master or contributor.

from	verb	to	cardinality	necessity	delete_mode	fk_format	notes
`service_slas`	governs incident	`service_incidents`	one_to_many	required	none (required-if-present)	n/a	-
`service_slas`	governs request	`service_requests`	one_to_many	required	none (required-if-present)	n/a	-
`service_slas`	aligns_with	`service_level_objectives`	many_to_many	optional	none	n/a	-

5.3b Context edges on embedded shells and consumed entities

Edges the canonical owner drives, shown for context: the in-scope endpoint has role of embedded_master, consumer, or derived.

from	verb	to	cardinality	necessity	delete_mode	fk_format	notes
`org_units`	groups	`employees`	one_to_many	required	none (required-if-present)	n/a	-
`org_units`	contains	`hcm_positions`	one_to_many	required	none (required-if-present)	n/a	-
`org_units`	engages	`contingent_workers`	one_to_many	optional	none	n/a	-
`org_units`	is_scored_by	`engagement_drivers`	one_to_many	optional	none	n/a	-
`org_units`	is_measured_by	`people_kpis`	one_to_many	optional	none	n/a	-
`org_units`	triggers	`iga_entitlement_definitions`	one_to_many	optional	none	n/a	-
`org_units`	sponsors	`compliance_assignments`	one_to_many	optional	none	n/a	-
`cost_centers`	funds	`course_enrollments`	one_to_many	optional	none	n/a	-
`org_units`	sponsors	`benefit_plans`	many_to_many	optional	none	n/a	-
`survey_campaigns`	targets	`org_units`	many_to_many	optional	none	n/a	-
`org_units`	owns	`action_plans`	one_to_many	optional	none	n/a	-

6. Cross-domain context

6.1 Master consumers (other modules / domains that embed this scope’s masters)

data_object	other module / domain	role	necessity	notes
`service_slas`	ITSM-STARTER (IT Service Desk Starter) - ITSM	embedded_master	optional	-

6.2 Outbound handoffs (events this scope publishes)

source module	target domain	target module	trigger_event	transition	payload	integration	friction	description
HCM-ORG-POSITIONS	IGA	IGA-ACCESS-REQUEST	`org_unit.created`	(state_change)	`org_units`	event_stream	medium	New org unit drives IGA group/role provisioning. Group-name conventions and ownership must be encoded; otherwise orphan groups proliferate.
HCM-ORG-POSITIONS	IGA	IGA-ACCESS-REQUEST	`org_unit.disbanded`	(state_change)	`org_units`	event_stream	high	Org-unit disbandment requires IGA group cleanup; orphan-group risk if employees re-assigned slowly.
HCM-ORG-POSITIONS	IGA	IGA-ACCESS-REQUEST	`org_unit.merged`	(state_change)	`org_units`	event_stream	high	Org-unit merge consolidates IGA groups: members migrate, entitlements deduplicated, SoD revalidated. Often runs as a batch project rather than event.
HCM-ORG-POSITIONS	HCM	HCM-CORE-WORKER	`org_unit.disbanded`	(state_change)	`org_units`	lifecycle_progression	high	Disbanded org unit requires every incumbent employee to be re-placed before close; worker-record module blocks the close until reassignment completes.
HCM-ORG-POSITIONS	HCM	HCM-CORE-WORKER	`org_unit.merged`	(state_change)	`org_units`	lifecycle_progression	medium	Org-unit consolidation cascades employee re-assignment, manager and dotted-line reassignment, and reporting-line recompute on the worker record.
HCM-ORG-POSITIONS	ATS	ATS-RECRUITMENT-PIPELINE	`org_unit.activated`	(state_change)	`org_units`	api_call	low	-
HCM-ORG-POSITIONS	ATS	ATS-RECRUITMENT-PIPELINE	`org_unit.closed`	(state_change)	`org_units`	api_call	high	-
HCM-ORG-POSITIONS	ATS	ATS-RECRUITMENT-PIPELINE	`org_unit.created`	(state_change)	`org_units`	api_call	medium	-
HCM-ORG-POSITIONS	ATS	ATS-RECRUITMENT-PIPELINE	`org_unit.disbanded`	(state_change)	`org_units`	api_call	high	-
HCM-ORG-POSITIONS	ATS	ATS-RECRUITMENT-PIPELINE	`org_unit.merged`	(state_change)	`org_units`	api_call	high	-
HCM-ORG-POSITIONS	ATS	ATS-RECRUITMENT-PIPELINE	`org_unit.reorganized`	(state_change)	`org_units`	api_call	high	-
HCM-ORG-POSITIONS	FIN	(domain-level)	`org_unit.created`	(state_change)	`org_units`	api_call	medium	New org unit usually maps to cost-center; ERP-FIN must reflect the structure for budgeting and labor allocation.
FIN-GL-CLOSE	EPM	(domain-level)	`cost_center.created`	(lifecycle)	`cost_centers`	event_stream	low	New cost centers get a plan slot in EPM.

6.3 Inbound handoffs (events this scope reacts to)

(none: no inbound handoffs whose payload is in this scope)

6.4 Master providers (modules / domains that own masters this scope embeds)

data_object	role here	necessity	canonical owner(s)	slice notes
`cost_centers`	embedded_master	optional	FIN-GL-CLOSE (FIN)	-
`org_units`	embedded_master	optional	HCM-ORG-POSITIONS (HCM)	-

7. Lifecycle states

`org_units` (Org Unit)

This scope holds org_units as embedded_master; the canonical state machine is owned by HCM-ORG-POSITIONS.

order	state_name	initial?	terminal?	requires_permission?	derived gate	description
1	`draft`	✓	-	-	-	Org unit defined as part of a future structure; not yet operational.
2	`active`	-	-	✓	`itsm-sla-mgmt:active_org_unit`	Operational unit; carries headcount, cost-center linkage, and reporting lines.
3	`reorganized`	-	✓	✓	`itsm-sla-mgmt:reorganized_org_unit`	Unit folded into or replaced by a new structure; references remain for history.
4	`closed`	-	✓	✓	`itsm-sla-mgmt:closed_org_unit`	Unit dissolved; no employees or positions reside in it.

8. Permissions and business rules (derived)

8.1 Permissions

permission	tier	description	included in `:admin`?
`itsm-sla-mgmt:read`	baseline-read	Read access to every entity in the module	✓
`itsm-sla-mgmt:manage`	baseline-manage	Edit operational records	✓
`itsm-sla-mgmt:admin`	baseline-admin	Edit reference data and inherit every workflow gate below	-
`itsm-sla-mgmt:active_org_unit`	workflow-gate (lifecycle)	Transition `org_units` into state `active`	✓
`itsm-sla-mgmt:reorganized_org_unit`	workflow-gate (lifecycle)	Transition `org_units` into state `reorganized`	✓
`itsm-sla-mgmt:closed_org_unit`	workflow-gate (lifecycle)	Transition `org_units` into state `closed`	✓

8.2 Business rules

(none: no flag-derived business rules)

9. Roles, RACI, and responsibilities (derived)

Baseline roles, the permission hierarchy, and RACI realization are DERIVED from this scope’s entity-type write tiers + process_raci; none of it is stored in the catalog (the deployer provisions it from this blueprint).

9.1 `ITSM-SLA-MGMT`

Baseline roles:

role	baseline grant
`itsm-sla-mgmt_viewer`	`itsm-sla-mgmt:read`
`itsm-sla-mgmt_manager`	`itsm-sla-mgmt:manage`
`itsm-sla-mgmt_admin`	`itsm-sla-mgmt:admin`

Permission hierarchy:

permission	includes
`itsm-sla-mgmt:admin`	`itsm-sla-mgmt:manage`
`itsm-sla-mgmt:manage`	`itsm-sla-mgmt:read`
`itsm-sla-mgmt:admin`	`itsm-sla-mgmt:active_org_unit`
`itsm-sla-mgmt:admin`	`itsm-sla-mgmt:reorganized_org_unit`
`itsm-sla-mgmt:admin`	`itsm-sla-mgmt:closed_org_unit`

Processes wired:

process_key	process_name	PCF code	PCF ID	level	description
`create_organizational_design`	Create organizational design	1.2.5	10041	3	Formulating a design for the organization’s resources that allow it to meet its objectives. Develop a new framework for molding the organization’s various processes into a coherent and seamless whole.
`conduct_organization`	Conduct organization restructuring opportunities	1.1.5	16792	3	Examining the scope and contingencies for restructuring based on market situation and internal realities. Map the market forces over which any and all probabilities can be probed for utility and viability. Once the restructuring options have been analyzed and the due-diligence performed, execute the deal. Consider seeking professional services for assistance in formalizing these opportunities.

RACI realization:

actor	kind	raci	process_key	realization
`HR-ORG-DESIGN-ANALYST`	persona	responsible	`create_organizational_design`	grant gates [itsm-sla-mgmt:active_org_unit] + the gated entities’ write tier
`HR-BUSINESS-PARTNER`	persona	accountable	`create_organizational_design`	approval gate
`PEOPLE-MANAGER`	persona	consulted	`create_organizational_design`	advisory read grant
`HR-HRIS-ADMIN`	persona	informed	`create_organizational_design`	notification side effect (trigger_event / webhook_receiver)
`HR-ORG-DESIGN-ANALYST`	persona	responsible	`conduct_organization`	grant gates [itsm-sla-mgmt:reorganized_org_unit] + the gated entities’ write tier
`HR-BUSINESS-PARTNER`	persona	accountable	`conduct_organization`	approval gate
`PEOPLE-MANAGER`	persona	consulted	`conduct_organization`	advisory read grant

9.2 Functional ownership and default grants

responsibility	business function	default role	default tier
owner	IT Service Desk	`admin`	`:admin`
contributor	IT Operations	`manage`	`:manage`
contributor	Security	`manage`	`:manage`
consumer	Finance	`read`	`:read`
consumer	Human Resources	`read`	`:read`