Information Technology Reference
In-Depth Information
On the Service Level Criteria page, specify the following, as shown in Figure 4-11:
■
Calendar
The calendar that will be used to track which times count as work hours.
■
Metric
The metric that will be used to define the start and end date of the inci-
dent.
■
Target
The service level objective target that will be used to specify how much
time can be spent on the incident or service request before being in breach of the
service agreement.
■
Warning Threshold
5.
The amount of time before the target is reached to send a
warning notification.
FIGURE 4-11
Service Level Criteria
6.
Complete the wizard to create the service level objective.
To view incidents with SLA (Service Level Agreement) information, perform the following
steps:
1.
In the Work Items workspace, expand the Incident Management node.
Select either the Incidents with Service Level Breached node or the Incidents with Ser-
vice Level Warning node, as shown in Figure 4-12.
2.
