Information Technology Reference
In-Depth Information
FIGURE 4-17
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SLO escalation
You can use the Change To Warning Of Incident or a service request's Service Level Instance
Time Information as the trigger point for a custom workflow that automatically escalates
incidents, or service requests that are in danger of breaching. You can also create and use an
Orchestrator runbook to escalate an incident or service request when it enters a warning or
breached state.
EXAM TIP
Remember which methods you can use to configure automatic escalation of incidents that
are in danger of breaching SLO.
Service Manager has a number of reports available through the Reporting workspace that
you can use to analyze performance against service level agreements. Reports that can be
used to analyze SLA performance include:
Incident KPI Trend
This report provides the number of incidents, the number of
incidents past their target resolution time, the number of escalated incidents, average
resolution time, labor minutes per incident, and the size of the incident backlog.
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