Create Service Level Targets for Service Catalog

In this task, you will remove limited access for a delivery target that you want to use for the SLTs.

To do this, follow these steps:

1. Log in to Service Manager as a system administrator.

2. Click Service Catalog > Administration > Delivery Targets.

3. Click Search, and then select the delivery target to be used. In this example, select 3 Days.
4. Clear the Limited access to users with these Customer SLAs field.
5. Click Save and OK.

In this example, you will associate the delivery target that you updated previously to a catalog item so that users can select the delivery target when ordering the catalog item by using the Order from catalog menu option.

To do this, follow these steps:

1. Click Service Catalog > Administration > Manage Items.
2. Click Search, and then select the Catalog Item to which you want to associate the updated Delivery Target. In this example, select PC Key Card.
3. Click the Delivery Targets tab, and then click Add.

4. Select 3 Days as the Delivery Target.

   Note You can add multiple Delivery Targets to a Catalog Item.

5. Click Save and OK.

To do this, follow these steps:

1. Click Service Level Management > Administration > Edit Control Record.
2. Make a note of the value in the Default SLA field. In the out-of-box system, the value is Base Monitoring SLA for IT services.

To do this, follow these steps:

1. Click Service Level Management > Agreements > Search Agreements.

2. Open the default SLA record through a search.

   In this example, it is Base Monitoring SLA for IT services and the Agreement ID of this agreement is 168.

3. Click the Process Target tab of the default SLA, and then click Add SLT(s).
4. In the Create Process Target window, select Service Catalog in the Service Area drop-down list. Click Next.

5. Type a name (for example, SLT For Service Catalog) in the SLT Name field, and then click Next.

6. Set Schedule to 24x7, and then select a time zone. Click Next.

7. Select 3 Days in the Delivery drop-down list so that this SLT will work for all Service Catalog requests for a catalog item to be delivered within 3 days. Click Next.

   Caution The delivery target here must exactly match the delivery target that you selected in previous tasks.

8. Provide a value for the following fields:

   • Initial State: Select a value (for example, Requested)
   • Final State: Select a value, for example, Release verification
   • Duration Type: select Interval

   • Duration: enter 3 00:00:00 (The Duration value must exactly match the delivery target that you selected in previous steps. In this example, 3 days)

   Click Next.

9. Leave the Alerts field and the Suspend processing field empty. Click Finish.
10. Click Save.

In this task, you will add an Interaction SLT to the default SLA. This SLT will work for interactions created for relevant Service Catalog item requests.

To do this, follow these steps:

1. In the Base Monitoring SLA for IT services SLA record, click the Process Target tab, and then click Add SLT(s).
2. In the Create Process Target window, select Service Desk Interactions in the Service Area drop-down list. Click Next.

3. Type a name (for example, Interaction SLT for Service Catalog) in the SLT Name field, and then click Next.

4. Set Schedule to 24x7, and then select a time zone. Click Next.

5. Skip the filters so that the SLT is always triggered. Click Next.

6. Provide a value for the following fields:

   • Initial State: Select a value (for example, Open)
   • Final State: Select a value (for example, Closed)
   • Duration Type: select Calculation
   • Duration: select Service Catalog Item Expiration

   Click Next.

7. Leave the Alerts field and the Suspend processing field empty. Click Finish.
8. Click Save.

In this task, you will add a Request SLT to the default SLA. This SLT will work for Request records that are related to the interaction created from a relevant Service Catalog item request.

To do this, follow these steps:

1. In the Base Monitoring SLA for IT services SLA record, click the Process Target tab, and then click Add SLT(s).
2. In the Create Process Target window, select Request in the Service Area drop-down list. Click Next.

3. Type a name (for example, Request SLT for Service Catalog) in the SLT Name field, and then click Next.

4. Set Schedule to 24x7, and then select a time zone. Click Next.

5. Provide a value for the following fields:

   • Initial State: Select a value (for example, Open)
   • Final State: Select a value (for example, Closed)
   • Duration Type: select Calculation
   • Duration: select Service Catalog Item Expiration

   Click Next.

6. Leave the Alerts field and the Suspend processing field empty. Click Finish.
7. Click Save.

To do this, follow these steps:

1. In the Base Monitoring SLA for IT services SLA record, click the Process Target tab, and then click Add SLT(s).
2. In the Create Process Target window, select Request Tasks in the Service Area drop-down list. Click Next.

3. Type Request Task SLA Service Catalog in the SLT Name field, and then click Next.

4. Set Schedule to 24x7, and then select a time zone. Click Next.

5. Provide a value for the following fields:

   • Initial State: Select a value (for example, Open)
   • Final State: Select a value (for example, Closed)
   • Duration Type: select Calculation
   • Duration: select Service Catalog Item Expiration

   Click Next.

6. Leave the Alerts field and the Suspend processing field empty. Click Finish.
7. Click Save.

You can use this sample task to verify that the SLTs are working. The following steps use the Interaction SLT as an example.

1. Click Service Catalog > Order from Catalog.
2. Search for PC Key Card, and click the link.
3. Select 3 Days from the Deliver within drop-down list, and then click Add to cart.

4. Click View Cart/Checkout, and then click Submit Request.

5. Fill in the mandatory Purpose field, select an urgency type, and then click Submit. The system automatically creates an Interaction.

6. Log out and then log on to the system as a Service Desk Approver, and approve the newly created Interaction.
7. Log out and then log on to the system as a System Administrator again.
8. Click Service Desk > Search Interactions, and then search for the approved Interaction.

9. Click the SLT tab to verify the SLA calculation of Service Catalog Item Expiration works for this Interaction. See the following screenshot for an example:

   

Related concepts

Working with service agreements
Service Level Management
Calculation of Process Target metrics