Service Level Targets

This example is based on two incidents and one service request, which were all submitted by a single organizational unit and are covered under the same service level agreement.

Service Level Target Example 1

Service Level Target Example 2

The incidents have a response duration target of three days and a compliance target of 95%. This means that if the incidents are responded to in three days or less, the duration target is met. If the duration target is met at least 90% of the time, the compliance target is met and the incident response service level target is considered to be in compliance.

The incidents have a resolution service level target duration of five days and a compliance target of 90%. This means that if the incidents are resolved in five days or less, the duration target is met. If the duration target is met at least 90% of the time, the compliance target is met and the incident resolution service level target is considered to be in compliance.

The service request has a duration target of five days. This means that if the service request can be delivered in five days or less, the duration target is met. If the duration target is met at least 90% of the time, the compliance target is met and the service request delivering service level target is considered to be in compliance.

The service level agreement has an overall compliance target inherited from the service level package. This target is evaluated using all met and not met data from the duration targets.

Percentages from individual compliance calculations in the service level targets are not used to evaluate the overall service level agreement compliance target. Only the met/no met data from duration targets is used.

In the absence of service level incident response targets, the default escalation schedule for incident response runs. If you define the incident response target for an incident service category here, then the values you enter here override the defined escalation schedule.

In the absence of service level incident resolution targets, the default escalation schedule for incident resolution runs. If you define the incident resolution target for an incident service category here, then the values you enter here override the defined escalation schedule.

The overall compliance target is defined within a service level package.

If the actual target compliances fall below the overall compliance target, the request is escalated. See Escalations.

You can create a target override (also called a target variant or target condition) for an response target or resolution target. For example, you might want to set a different response target for a priority 1 incident. If the ticket submitted is priority 2, 3, 4, or 5, the default incident response target will be used. However, if the incident submitted is priority 1, the target variant priority 1 target is used instead (it overrides the default incident response target).

When a new service level package is created, the business rule called NewServicePackageCreation is triggered. This business rule runs the CreatePackageSLTs quick action. This quick action automatically creates the following service level target records:

• Service request delivery service level target
• Incident response service level target
• Incident resolution service level target

Each service level package can have only one setting for each type of service level target.

To change the default values used for the auto-creation of service level targets, you must change the global values shown in the following table. Global values are set through the Configuration Console. See Defining Global Constants.