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 to save your SCSM personalization in Chapter 2, Personalizing SCSM 2016 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 steps in this order:

1. Creating Priority Queues: Repeat the Creating priority queues recipe until you have a queue for each priority. Usually, this will be five queues for Priority 1 - 5 Incident types. Each time you create a new queue, ensure that the name, description, and value...