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

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.
    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.
    Target Sets Module

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

    • Incident

    • Support Request

    • Service Request

    • Human Resource Request

    • The customized record type created in Studio

    This field is read-only for existing target sets.
    Type

    • SLA

    • OLA
    Chat enabled

    Select this option to enable chat capability. For more information, see How to enable chat capability for the Service Portal.

    Note:

    This field is not available when a customized record type is selected as Target Sets Module.

    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.
    Target Types

    The target types you want to apply to all the Service Level Target Definitions for this Service Level Target set.

    Note:

    • This field is only available when a customized record type is selected as Target Sets Module.
    • For Service Level Target set of SLA type, Approval, Fullfillment, Initial review, Chat request response and Resolution target types can be selected.
    • For Service Level Target set of OLA type, only TimeInGroup target type can be selected.
    • You can click the INITIALIZE RULES button to specify the service level target rules for the target types.
      • This button is only available when you create a new Service Level Target set record.
      • For existing Service Level Target set records, you can select the Rules tab to specify the service level target rules.
    Initialize the SLT Rules
    • Select Start, Stop, Suspend and Unsuspend tab to define the target set rules for each status.
    • Under the selected status, set the rules for each target type.
    • If necessary, click CLEAR button to clear the input values.
    • Click SAVE to create the SLT Rules.
    • The target set rules created are saved and created under Entering event.

    Note  

    • 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.

    • The work schedule restricts the time of the target definition. For example, if the target definition duration is 3 days and the work schedule is 8:00 AM to 5:00 PM (9 hours per day), the target is only breached after 8 work days (72 hours).

  4. Click Save icon Save on the toolbar.

  5. For customized record type, if you need to define Service Level Target event business rules or create target set rules under After Change event, you can select the Rules tab after you save the Service Level Target set record.
    For more information about the business rules, see Offering business rules and How to add Service Level Target event business rules.

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

Target Sets Module Target Type Service Level Target definitions
Incident SLA

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

  • Four resolution Service Level Target definitions (one for each possible priority).
OLA
  • One Time in group Service Level Target definition (one target for all four priorities).
Support 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).

The chat request target definitions are created only if the Chat enabled check box is selected for the target set.
OLA
  • One Time in group Service Level Target definition (one target for all four priorities).
Service Request SLA

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

  • One fulfillment Service Level Target definition (one target for all four priorities).
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).
OLA
  • Four Time in group Service Level Target definition (one for each possible priority).
The customized record type created in Studio SLA
  • Depend on the target types selected for the module.
OLA

 

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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