In this chapter we will provide recipes to tailor Service Manager 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 Service Level Objectives
Creating Incident Management SLAs
Creating Service Request SLAs
Viewing SLA warning and breaches
Creating notifications for SLA warning and breaches
Creating repeated notifications before SLA breaches with escalation