Creating Incident Management SLAs
Service Manager has different classes of work items for which SLAs can be configured. This recipe will show how to set up SLA management of the Incident class for two common SLA categories, First Response Time and Resolution Time.
Getting ready
You should be familiar with the following recipes:
- Creating SLA metrics
- Creating Priority Queues
- Configuring business hours and non-working days
- Creating Service Level Objectives
- Creating Management Packs in the Authoring tool to save your SCSM personalization in Chapter 2, Personalizing SCSM 2012 Administration
How to do it...
The following steps will guide you through the process of creating the incident management SLAs.
Resolution time SLA
Perform the following recipes in this ...
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