Microsoft System Center 2012 Service Manager Cookbook

Creating SLA metrics

Using SLA metrics in Service Manager we can define what is measured within an SLA. For this recipe we will show how to create a metric to measure the resolution time of an Incident.

How to do it...

The following steps will guide you through the process of creating SLA metrics in Service Manager:

1. Under Administration, expand Service Level Management and then click on Metric.
2. Under Tasks on the right-hand side of the screen click on Create Metric.
3. Supply a title for the metric. In this example we will use Resolution Time and a description.
4. Click on the Browse... button next to the class field and use the filter box in the Select a Class window that opens to select Incident. Click on OK.
5. Use the drop-down list for Start Date and choose ...