In this chapter, we will provide recipes to tailor SCSM to your environment. Specifically, we will cover the area of setting up the SLA functions of Service Manager with the following tasks:
Creating priority queues
Configuring business hours and non-working days
Creating SLA metrics
Creating SLOs
Creating Incident Management SLAs
Creating Service Request SLAs
Viewing SLA warnings and breaches
Setting up SLA notifications for warnings and breaches
Creating repeated notifications before SLA breaches with escalation