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Microsoft System Center 2012 Service Manager Cookbook by Andreas Baumgarten, Anders Asp, Samuel Erskine, Dieter Gasser, Steven Beaumont

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Creating Service Level Objectives

This recipe will show you how to create a Service Level Objective, which is used within Service Manager to create the relationships between the queues, service levels, calendars, and metrics. The SLO will define the timings to trigger warnings or breaches of service levels.

Getting ready

To create an SLO you will need to have already created the following:

  • Queues that correspond to each service level
  • Metrics to measure differences in start and end times of an incident
  • Calendar to define business working hours

You will also need custom management packs in place to store your SLO customizations.

How to do it...

The following steps will guide you through the process of creating service level objectives within Service Manager: ...

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