Service Level Management

Any number of Service Level Agreements can be defined and associated with Services within the Service Catalogue, users/customers, and configuration items. Stop-the-clock functionality is fully supported, with the ability to define whether stop-the-clock is permitted for a given SLA. Priorities and SLA thresholds are defined within the SLA, supporting both response and resolution targets. The SLA data then drives the automated selection of SLAs and the associated SLA target times within Incident and Service Request records.