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Service Level Target catalog
The first step to implement Service Level Management is to create a catalog of pre-defined response and availability service goals called Service Level Targets (SLTs). The catalog contains SLT templates that you can apply to any Service Level Agreement (SLA).
SLT catalog records always contain the SLT name and SLT type (process or service), and may include the following information:
- Configuration Item
- Service and status
- Schedule
- Availability
- Escalations
- Text description
The process to define SLT templates is separate from the process to define a service agreement. Service Level Management stores all SLT templates in the slocatalog table. When you create or edit a service agreement, you can add SLTs from the template catalog, customize them, or you can define new ones.
Related concepts
Service Level Management
Service agreements overview
Why are service agreements important?
Service Level Targets
Application integration
Linking application records to service agreements
Calculating response time
Related tasks
Access Service Level Agreements from Configuration Management
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