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How to Create SLA Metrics
Updated: December 20, 2012
Applies To: System Center 2012 - 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
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In the Service Manager console, click Administration.
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In the Administration pane, expand Service Level Management, and then click Metric.
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In the Create/Edit SLA Metric dialog box, in the Title box, type a title for the metric. For example, type Incident Metric.
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In the Description box, type a description of the metric. For example, type Time that incidents are resolved.
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Under Class, click Browse to open the Select a Class dialog box, select Incident, and then click OK to close the dialog box.
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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.
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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.
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Click OK to close the Create/Edit SLA Metric dialog box.
To create a metric for service requests
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In the Service Manager console, click Administration.
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In the Administration pane, expand Service Level Management, and then click Metric.
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In the Create/Edit SLA Metric dialog box, in the Title box, type a title for the metric. For example, type Service Request Metric.
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In the Description box, type a description of the metric. For example, type Time that service requests are completed.
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Under Class, click Browse to open the Select a Class dialog box, select Service Request, and then click OK to close the dialog box.
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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.
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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.
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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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