Chapter 3. Configuring Service Level Agreements (SLAs)
In this chapter we will provide recipes to tailor Service Manager 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 Service Level Objectives
- Creating Incident Management SLAs
- Creating Service Request SLAs
- Viewing SLA warning and breaches
- Creating notifications for SLA warning and breaches
- Creating repeated notifications before SLA breaches with escalation
Introduction
Service Level Agreements in ITIL© and IT Service Management terms allow two parties to set out an agreement on how a specific service will be delivered ...
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