A service level objective (SLO) is a relationship that you define using Service Manager between: a calendar item and a time metric, a queue and a service level, and actions occurring before or after a service level is exceeded. For example, you could configure a service level objective so that a notification is sent if a service request is not completed within a designated amount of time.
Although it is possible to create the metric, calendar items, and queues that the service level objective will use while creating the service level objective, best practice is to create these separately as detailed earlier before creating the service level objective.
To create a service level objective for incidents where a calendar item and time metric already exist, perform the following steps:
1. In the Administration workspace of the Service Manager console, click Service Level Objectives, under Service Level Management.
2. On the Tasks menu, click Service Level Objectives, and then click Create Service Level Objective.
3. On the General page of the Create Service Level Objective Wizard, provide a name for the service level objective, ensure that the class is set to Incident, as shown in Figure 1, (you would set the class to Service Request if creating a service level objective related to service requests), and specify a management pack in which to store the service level objective.
FIGURE 1 Create a service level objective
4. On the Queues page, select or create a queue that is configured for the same type of work item as the service level objective. Figure 2 shows the selection of a queue named Incident Queue.
FIGURE 2 SLO queue
5. On the Service Level Criteria page, specify the following, as shown in Figure 3:
- Calendar The calendar that will be used to track which times count as work hours.
- Metric The metric that will be used to define the start and end date of the incident.
- Target The service level objective target that will be used to specify how much time can be spent on the incident or service request before being in breach of the service agreement.
- Warning Threshold The amount of time before the target is reached to send a warning notification.
FIGURE 3 Service Level Criteria
6. Complete the wizard to create the service level objective.
To view incidents with SLA (Service Level Agreement) information, perform the following steps:
1. In the Work Items workspace, expand the Incident Management node.
2. Select either the Incidents with Service Level Breached node or the Incidents with Service Level Warning node, as shown in Figure 4.
FIGURE 4 Incidents With Service Level Warning
