How to Create a Service Level Objective
In System Center 2012 – Service Manager, you create a service level objective to create relationships between a queue and a service level, a calendar item and a time metric, and actions that occur before or after service level breaches. Afterward, when you view incidents or service requests and they approach their warning time, you will see a notification bar stating that the item is about to breach. You can also create periodic notifications if you want analysts to receive email for incidents or service requests that might breach their service level objective. For more information about sending notifications, see How to Send SLA Notification Information to the Assigned-To User.
In order to create a service level objective, it is easier if you have already created or defined a calendar item and an SLA metric. Additionally, the service level objective that you create is linked to a queue. The queue that you associate to a service level objective must target the same type of work item, based on its class; otherwise, the queue will not be available when you create the service level objective.
To create a service level objective
In the Service Manager console, click Administration.
In the Administration pane, expand Service Level Management, and then click Service Level Objective.
In the Tasks pane, under Service Level Objectives, click Create Service Level Objective.
In the Create Service Level Objective Wizard, on the Before You Begin page, click Next.
On the General page, in the Title box, type a name for the new service level objective.
In the Description box, type a description of the service level objective.
Next to Class, click Browse to Open the Select a Class dialog box and then select a class pertinent to the type of service level objective you are creating. Normally, you should choose either Incident or Service Request.
Ensure that Enabled is selected, and then click Next.
Under Target, specify the amount of time in hours or minutes that the work item should be completed by.
Under Warning threshold, specify the amount of time in hours or minutes before the service level is beached, which causes a warning notification in the work item notification bar, and then click Next.
On the Summary page confirm the choices you made, and then click Create.
On the Completion page, click Close.