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.

Related topics

Incident Management overview
Prioritizing incidents, problems, requests, and changes
Standard alerts and Service Level Agreements
Why are service agreements important?
Working with service contracts
Working with service agreements
Linked service contracts
Operational Level Agreements
Incident Management overview
Alerts and escalation
Service Desk overview
Associating a Service Desk interaction with another application record

Monitor Interaction Queue for Service Level Agreement Breaches
Monitor Interaction Queue for Potential Service Level Agreement Breaches

Incident Management workflows and user tasks
Processes and Best Practices