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.
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 in the Authoring tool to save your SCSM personalization in Chapter 2, Personalizing SCSM 2012 Administration