Use > Plan > Service Level Management > Service Level Management procedures > Create a Service Level Target set record

How to create a Service Level Target set record

A Service Level Target is a measurable commitment to provide service. A Service Level Agreement or Operational Level Agreement describes the details of the commitment. A Service Level Target set describes the type of target and associated Service Management module. You can choose one of these target types:

Target type Description Available for
Initial review Defines how much time can elapse before the Service Desk categorizes and assigns a new incident or support request to an individual or a group. Incidents, Support requests, and HR requests (SLA)
Resolution Describes how long the Service Desk has to resolve the incident or support request. Incidents, Support requests, and HR requests (SLA)
Chat request Defines how much time can elapse from the time a chat request is initiated until an agent responds to the request. This target type is relevant for request records only. Support requests, HR Requests, and Service requests (SLA)
Approval Defines how long it takes for the request to be approved. Service requests (SLA)
Fulfillment Defines how long it takes for the request to be fulfilled. Service requests and HR requests (SLA)
Time in Group Defines how long the incident or request can be in the Assignment group. Incidents, Support requests, HR requests, and Service requests (OLA)

 

To add a new Service Level Target set record:

  1. From the main menu, select Plan > Service Level > Service Level Target Sets.

  2. Click New.

  3. Complete the form with the required information.

    Details

    Field Description
    Title Type a word or phrase that is a unique identifier for this Service Level Target set. It should be a value that makes it easy for the end user to understand the purpose of the Service Level Target set. For example, Incidents priority 1.
    Description Enter a description for the Service Level Target set. The description might include some relevant information that helps another user understand the purpose of the Service Level Target set.
    Module

    Identify the Service Management module by selecting a value from the drop-down list. The available modules are:

    • Incident

    • Support Request

    • Service Request

    • Incident/Support request OLA

    • Service request OLA

    • Human Resource Request SLA

    • Human Resource Request OLA

    This field is read-only for existing target sets.
    Chat enabled Select this option to enable chat capability. For more information, see How to enable chat capability for the Service Portal.

    Definition defaults

    Field Description
    Work schedule The Work schedule time period you want to apply to all the Service Level Target Definitions for this Service Level Target set.
    Time zone

    The time zone you want to apply to all the Service Level Target Definitions for this Service Level Target set.

    If you do not enter a value, the time zone is set to UTC.

    Note  

    • Neither Work schedule nor Time zone are mandatory fields.

    • If you select a value for Work Schedule or Time zone, Service Management applies it to all Service Level Target definitions of the Service Level Target set.

  4. Click Save icon Save on the toolbar.

Service Management automatically creates Service Level Target definitions when you create a Service Level Target set.

Module Service Level Target definitions
Incident

  • Four initial review Service Level Target definitions (one for each possible priority).

  • Four resolution Service Level Target definitions (one for each possible priority).
Support request

  • Four initial review Service Level Target definitions (one for each possible priority).

  • Four resolution Service Level Target definitions (one for each possible priority).

  • Four chat request Service Level Target definitions (one for each possible priority).

The chat request target definitions are created only if the Chat enabled check box is selected for the target set.
Service Request

  • One approval Service Level Target definition (one target for all four priorities).

  • One fulfillment Service Level Target definition (one target for all four priorities).
Incident/Support request OLA

  • One Time in group Service Level Target definition (one target for all four priorities).
Service request OLA

  • One Time in group Service Level Target definition (one target for all four priorities).
Human Resource Request SLA

  • Four initial review Service Level Target definitions (one for each possible priority).

  • Four resolution Service Level Target definitions (one for each possible priority).

  • Four chat request Service Level Target definitions (one for each possible priority).

    Note The chat request target definitions are created only if the Chat enabled check box is selected for the target set.

  • Four fulfillment Service Level Target definitions (one for each possible priority).
Human Resource Request OLA
  • Four Time in group Service Level Target definition (one for each possible priority).

 

Next step

After you create a Service Level Target set record, you may need to edit the Service Level Target definitions. For more information, see How to edit a Service Level Target definition record.

The next step is to connect a Service Level Agreement record to the Service Level Target set record. For more information, see How to create a Service Level Agreement record.

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