Service level management is a term used to describe measuring incident and service request lifecycle. The lifecycle of an incident and service request starts when the incident or service request is created and concludes when the incident or service request is resolved.
A service level item comprises:
- Queues for specific service levels
- Time metrics for those queues
As a part of service level management, you can also configure notifications to be sent to users prior to and after service levels defined by those queue metrics is exceeded. You use the Calendar, Metric, and Service Level Objectives node of the Administration workspace of the Service Manager console, shown in Figure 1, to configure service level management.
FIGURE 4-1 Administration workspace
