A process objective is a rule describing the maximum time allowed for a response to a commercial event. If you report. B a priority incident 1 during business hours, work must be assigned within 15 minutes and a solution must be found within the hour. A similar rule would be that if you make a self-service request, it should be dissolved within an hour or linked to an incident data set. Each service level package can only have one option for each type of service level destination. Each support service has a different service level target (SLT). An SLT is the time marketo support goals have to contact you first, after submitting an assistance file. SLTs differ for each support service and priority level. Priority levels range from P1 to P4 priority. Here are the LTS and priority levels for each support service: This example is based on two incidents and one service request, all transmitted by a single organization and all covered by the same service level contract. You can set two types of Service Level Targets (LTS) in the Service Manager. These are process objectives (response) and service objectives (availability). The process of defining SLT models is separate from the process of defining a service contract.
Service Level Management stores all SLT models in the Slocatalog table. When you create or change a service contract, you can add LTCs to the model catalog, customize them, or set new ones. A service level targetA clear measure of the service to be provided based on time and percentage of compliance: deployment objective, response objective and solution objective. (SLT) is a key element of a service level agreementAn provider-client agreement that documents agreed service levels for the service. between a service provider and a customer. Service level objectives are defined as a means of measuring the service provider`s performance and as a means of avoiding disputes between the two parties on the basis of misunderstandings. In HEAT, the objectives are linked to the service level- level of service package for a customer. A defined degree of utility and warranty for a specific service package. Each service level pack has been designed to meet the requirements of a certain business model, service level agreements and requirements offering.
For example, “request for a new mailbox” and “quarantine” are job opportunities among e-mail services. You may have general goals. B related to a service level package (for example. B promise to respond to an email within 24 hours), but have specific goals related to an offer of requirements (for example. B promise to send a new phone within 5 days).