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 2 – SCSM 2012 SLA Management – Calendars, Metrics and Service Level Objectives
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.
In part 1 I mentioned the ability to offer some SLA Management via scripts. The problem with the scripts was there was no way to account for help desk business hours. With SCSM 2012 we can create a calendar that the SLO notifications will follow. Drill down to Administration | Service Level Management | Calendar and click Create Calendar.
Enter a name for the calendar, the working hours as well as the holiday schedule. I entered the holidays manually but Travis Wright has published this tip from Andreas Baumgarten and Anders Asp on how to import the holidays from Outlook. Don’t worry about related SLO(s) as that will populate automatically when we create them.
Metrics define the limits for warnings and breaches. We need to create a metric that will look at when the incident was created and when it was assigned to an analyst. Drill down to Administration | Service Level Management | Metric and click Create Metric.
Enter a name, select Incident as the Class and then the required metric to measure. In this example Start date is the date the incident was created and End date is when it was assigned to an analyst. Again you can ignore Related SLO(s) as this will auto populate when we create the SLO.
Service Level Objectives (SLO)
The last step here is to create the actual SLO that will determine the warning and breached thresholds. Drill down to Administration | Service Level Management | Service Level Objectives and click Create Service Level Objective.
Enter a name for the SLO and select Incident for the Class.
Under Queues select the Queue that you created earlier.
Finally set your calendar with the business hours to follow, the metric and the warning threshold and target threshold for this SLO.
The last step is to configure the notifications.