Service Level Target selection process

An administrator assigns one or more Service Level Targets (SLTs) to a new Service Level Agreement (SLA). When Service Level Management evaluates whether the process or service targets objectives are met, it uses the following logical processes.

Process Targets

Service Level Management examines the condition specified in the SLT filter criteria. This value is a Boolean expression that can include any valid field values from the record. For example, you can create a condition that includes these values:

  • Affected Configuration Item
  • Category
  • Priority
  • Risk level
  • Company
  • Department
  • Location

If there is more than one Process Target, Service Level Management uses the strictest SLT as the measurement for responsiveness.

Service Targets

Service Level Management examines the schedule and the required uptime or maximum outage duration specified in the SLT. If there is more than one Service Target, Service Level Management uses the strictest SLT as the criteria.