Service Level Targets

Service Level Targets (SLTs) are the goals that you set for response time and availability. Some SLTs define the expectations between customers and the IT organization. For example, the email server must be available 99.9% of all business hours. Other targets fall under the domain of Operational Level Agreements (OLAs) that define expectations among various internal support teams, such as Level I and Level II support.

Process targets set goals for service desk interactions, incidents, change requests, problems, and user requests. They define the amount of time required to move the record from one state to another. For example, the status of an incident must change from Open to Work in progress within 3 hours.

Service targets define the percentage of availability during a month, or the maximum amount of time for a single outage. For example, an email server must be available 99.999% of the time during normal work hours.

Related topics

Service Level Management
Service agreements overview
Why are service agreements important?
Service Level Target catalog
Application integration
Linking application records to service agreements
Calculating response time

Related topics

Access Service Level Agreements from Configuration Management