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How to Create SLA Metrics

Updated: November 1, 2013

Applies To: System Center 2012 - Service Manager, System Center 2012 R2 Service Manager, System Center 2012 SP1 - Service Manager

In System Center 2012 – Service Manager you create a service level management metric, which is analogous to service level agreements (SLAs), as a time metric to measure the difference between start and end times for incidents and service requests. After you define a metric, you associate it with a service level objective. If the metric is already associated with a service level objective, it appears in the Related SLA(s) area.

To create a metric for incidents

  1. In the Service Manager console, click Administration.

  2. In the Administration pane, expand Service Level Management, and then click Metric.

  3. In the Create/Edit SLA Metric dialog box, in the Title box, type a title for the metric. For example, type Incident Metric.

  4. In the Description box, type a description of the metric. For example, type Time that incidents are resolved.

  5. Under Class, click Browse to open the Select a Class dialog box, select Incident, and then click OK to close the dialog box.

  6. Click the list next to Start date and then select the item that you want to use to define the start date. For example, select First assigned date.

  7. Click the list next to End date, and then select the item that you want to use to define the end date. For example, select Resolved date.

  8. Click OK to close the Create/Edit SLA Metric dialog box.

To create a metric for service requests

  1. In the Service Manager console, click Administration.

  2. In the Administration pane, expand Service Level Management, and then click Metric.

  3. In the Create/Edit SLA Metric dialog box, in the Title box, type a title for the metric. For example, type Service Request Metric.

  4. In the Description box, type a description of the metric. For example, type Time that service requests are completed.

  5. Under Class, click Browse to open the Select a Class dialog box, select Service Request, and then click OK to close the dialog box.

  6. Click the list next to Start date, and then select the item that you want to use to define the start date. For example, select First assigned date.

  7. Click the list next to End date, and then select the item that you want to use to define the end date. For example, select Completed date.

  8. Click OK to close the Create/Edit SLA Metric dialog box.

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For additional resources, see Information and Support for System Center 2012.

Tip: Use this query to find online documentation in the TechNet Library for System Center 2012. For instructions and examples, see Search the System Center 2012 Documentation Library.
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