Use > Incident Management > Incident Management user tasks > Service Level Agreement Monitoring (SO2.7)

Service Level Agreement Monitoring (SO2.7)

Service level agreements (SLAs) contain standards for incident resolution performance. This process describes the activities to monitor all interactions related to incidents from initialization to resolution. SLA monitoring also determines whether time targets for incident resolution are met, and indicates whether escalation is required to meet the target resolution date according to the associated SLA. SLA monitoring is an ongoing process performed by the Service Desk.