Service Level Target duration types

The duration of a Service Level Target (SLT) specifies a span of time in which the target must be met. You can assign the following duration types to an SLT:

  • Interval: Directly specifies the span of time in days or hours. The number of days and hours must be specified in this format: ddd hh:mm:ss.

    Note In this duration type, one day is counted as 24 hours.

  • Calculation: Specifies the ways of calculating the duration. Only business hours are counted in these calculations. Service Level Management has the following calculated durations.
    • End of Business Day: Specifies when to start counting the time for an SLT in a business day. You can optionally specify a buffer before the end of a business day, so that records submitted within the buffer time are handled later.

    • End of Business Week: Specifies when to start counting the time for an SLT in a business week. You must specify when the business week ends and optionally specify a buffer before the end of a business day, so that records submitted after a certain day in the week or within the buffer time are handled later.

    • Work Schedule based Expiration: On top of the "End of Business Day" calculation, this option offers an additional period of time for record handling.

    • Service Catalog Item Expiration: Specifies that the duration defined in the Service Catalog item request is used.

      Note This option takes effect only when Delivery Targets are defined for the corresponding Service Catalog item request.

  • Duration in Record: Specifies that the system uses the duration defined in the record as the duration of the SLT. When this option is selected, you need to enter a valid field name for the record in the Field in Record) box.

    Note In addition to fixed intervals, this option supports flexible intervals that are calculated from record fields. For example, calculations can be executed using a rule set from the workflow.

Related topics

Calculation of Process Target metrics
Defining Service Level Targets
Service Targets
Service Catalog Integration: Service Level Management

Related topics

Define Service Targets
Define Process Targets
Use the Service Level Target wizard
Add Service Level Targets
Edit Service Level Targets
Delete Service Level Targets