Configure and maintain service management - Monitoring and Operating a Private Cloud - page 267

MORE INFO PRIORITY CALCULATION

You can learn more about priority calculation at http://technet.microsoft.com/en-us/
library/hh524340.aspx .

Incident resolution time
You configure incident resolution time based on priority. The values that you assign for each
incident priority will depend on the SLA you are working with, and with different organiza-
tions using different values for each priority. To configure default incident resolution time,
perform the following steps:
1.

Select the Settings node of the Administration workspace of the Service Manager
console.

Double-click Incident Settings in the details pane. This opens the Incident Settings
dialog box.

2.

In the Resolution Time section of the Incident Settings dialog box, shown in Figure
4-19, specify the target resolution time for each priority.

3.

FIGURE 4-19 Resolution time