Service Level Target calculations

Service Management offers a complete set of Service Level Target (SLT) definitions for incident and request records. As a Service Management administrator, you can change the default behavior of these built-in target definitions by editing the Service Level Target definition records.

Calculations

Service Management calculates duration from the time the Start SLT rule runs.

• If there is no Service Level Target defined for a business or infrastructure service, and a Start SLT rule runs as part of a workflow phase activity, Service Management activates the target and captures the elapsed duration from the beginning of the Start operation, if a default Service Level Agreement is defined. If no default agreement is defined, the target is activated, but the elapsed duration is not captured until a default Service Level Agreement or a specific Service-Level-Target is defined.

• Service Management calculations take into account the Time zone and Work schedule specified in the Service Level Target definition.

• If you change or update a record, Service Management applies the changes correctly to any calculation in progress. For example, if you change the priority in an incident from Slight disruption to Severe disruption, Service Management adjusts the calculation in progress to apply this new value.

• If you change the actual service or offering assigned to a record, the Service Level Target definition might change or even become obsolete. If the Service Level Target definition changes, the Service Level Target calculation in progress is cleared, and any new or changed target definition calculations begin. In this case, the time already spent is included in the new target definition calculations.

• When a new chat request is submitted, the elapsed target duration is reset.

• When you make changes to a Service Level Target definition, the change requires an update to every record using that target definition. The changes will take effect automatically within 24 hours. Alternatively, you can click Apply now at the top of the Service Level Management page or Time Period Management page to begin updating the Service Level Target definitions immediately. The amount of time to complete the update depends on the number of affected records. If one of those records is open, click Refresh to see the updates. If you make additional changes to a Service Level Target definition after applying the changes manually, the Apply now button will reappear after a few minutes.

For details of how Service Management calculates duration for Service Level Targets, see Service Level Target duration calculation details.

Notifications

Service Management sends email notifications as a Service Level target approaches a breach threshold.

The default email template includes the following information:

• Service

• Category

• Priority

• Status

• Description

• SLT type

• SLT name

• SLT target time

• Group

• Offering

• Agreement

Notifications for incidents

Notifications for requests

Related topics

• Learn more about Service Level Management
• Service Level Management ITIL process
• Service Level Target duration
• Service Level Target status and history