Chapter 3. Configuring Service Level Agreements (SLAs)
In this chapter, we will provide recipes to tailor SCSM to your environment. Specifically, we will cover the area of setting up the SLA functions of Service Manager with the following tasks:
- Creating priority queues
- Configuring business hours and non-working days
- Creating SLA metrics
- Creating SLOs
- Creating Incident Management SLAs
- Creating Service Request SLAs
- Viewing SLA warnings and breaches
- Setting up SLA notifications for warnings and breaches
- Creating repeated notifications before SLA breaches with escalation
Introduction
SLAs in ITIL® and IT Service Management terms allow two parties to set out an agreement on how a specific service will be delivered by one to the other.
In this chapter, we will ...
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