This section covers the following topics:
Understanding service level management
Creating calendar items
Creating metrics
Creating queues
Creating service level objectives
Sending notifications
SLA reporting
Summary
- A calendar allows you to specify which times and days constitute work hours when determining the basis of measuring time for service level objectives.
- A Service Manager time metric is the amount of time that occurs between a start time and an end time, and is used to measure whether service objectives have been achieved.
- Queues allow you to group related work items, such as incidents and service requests.
- A Service Level Objective (SLO) is a relationship defined in Service Manager between a calendar item and a time metric, a queue and a service level, and actions, that occur preceding or after a service level is exceeded.
- Service Manager can send notifications when a service level objective reaches certain states, such as the warning or breach state.
- You can use the Change To Warning Of Incident or a service request’s Service Level Instance Time Information as the trigger point for a custom workflow that automatically escalates incidents, or service requests that are in danger of breaching.
