Information Technology Reference
In-Depth Information
Service level management is a term used to describe measuring incident and service request
lifecycle. The lifecycle of an incident and service request starts when the incident or service
request is created and concludes when the incident or service request is resolved.
A service level item comprises:
■
Queues for specific service levels
■
Time metrics for those queues
As a part of service level management, you can also configure notifications to be sent to
users prior to and after service levels defined by those queue metrics is exceeded. You use the
Calendar, Metric, and Service Level Objectives node of the Administration workspace of the
Service Manager console, shown in Figure 4-1, to configure service level management.
FIGURE 4-1
Administration workspace
MORE INFO
SERVICE LEVEL MANAGEMENT
You can learn more about service level management at
http://technet.microsoft.com/
