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SCSM 2012 SLA Management–Part 1

System Center Service Manager 2012 makes huge strides in SLA Management in 2012.  With SCSM 2012 you can now create service level objectives that take into account help desk analyst hours, metrics and objectives and send notifications when SLOs hit a warning and/or breached stage.  While this was possible in SCSM 2010 it required a lot of custom scripting to make it work.  It is just easier in SCSM 2012.

Part 1 – SCSM 2012 SLA Management – SMTP Channel, Queues and Templates

Part 2 – SCSM 2012 SLA Management – Calendars, Metrics and Service Level Objectives

Part 3 – SCSM 2012 SLA Management – SLO Warning/Breached Notifications

In this 3 part example we’ll take a look at how to create an SLO that will send a notice when a new incident has been created but not assigned to a help desk analyst in 30 and 60 minutes.  Special thanks to Travis Wright, the SCSM 2012 Program Manager for his assistance in getting this into production.

SMTP Channel

Before you begin you need to configure the SMTP Channel in order for SCSM to send emails.  Drill down to Administration | Notifications | Channel and configure the SMTP channel as required.



Next you will need to create a Queue that will include all Work Items of a specific class.  Drill down to Library | Queues and click Create Queue.  Enter a name for the queue and then click the Browse box (…) next to Work Item type


Select Combination Classes and then filter for Incident and select Incident (advanced)


Finally under Criteria choose the following criteria – Primary Owner User Name is empty and then finish the Create a Queue wizard.



Next you need to create an email template that SCSM will use to populate the required fields when the notification is sent.  Drill down to Administration | Notifications | Templates and click Create E-Mail Template.  Enter a name for the template and then click Browse next to Targeted class.


Select All Basic Classes and then filter for service level and select Service Level Instance Time Information.


Now you can populate the fields in the email template.  You can add your own text and click on Insert to insert specific fields from the incident as well.


Here is an example where I entered a subject (underlined in yellow) and then inserted the Work Item ID.  Also in the body I have included the Incident ID, Description and created date and time.


At this point you are ready to move on to creating the Service Level Objectives.

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