SCSM 2012: Service Level Management

SCSM 2012: Service Level Management

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This is guest blog post from two of our most prolific community contributors Andreas Baumgarten and Anders Asp. Thanks for sharing with the community guys!


Microsoft System Center Service Manager 2012 (SCSM 2012) now includes Service Level Management. In Service Manager 2010 (SCSM 2010) the Target Resolution Time of an incident was calculated using a 7 days by 24 hours schedule. In SCSM 2012 you can build Service Level Agreements (SLA) for all processes (not only Incident Management) with eligible service calendars.

For Service Level Management you need four components in SCSM 2012:


With queues you can group different work items in Service Manager (SCSM 2010 and SCSM 2012) by criteria. For instance: All Incidents with Priority 2 AND Incident Category „Mail Problem“ AND Assigned User is empty.

Queues are used in SCSM 2012 SLA Management to apply the SLA to a group of work items.

SCSM 2012 console -> Library -> Queues




With calendars in SCSM 2012 you can define the hours of operations/service hours in SLA management. SCSM 2012 offers to choose the days, start time, and time and holidays to create different SLA calendars. Adding the holidays isn’t that conevnient in SCSM 2012 because you have to add each day for each year in each calendar manually. Anders Asp from Lumagate (Sweden) and I discussed a more convenient solution. This will be a separate blog post.

SCSM 2012 console -> Administration -> Service Level Management -> Calendar



With metrics in SCSM you can define what is measured in an SLA. For instance the Resolution Time -> Start time of an incident (created date of a wok item) to Resolved time (resolved date, work item is marked as resolved).

SCSM 2012 Console -> Administration -> Service Level Management -> Metrics


Service Level Objectives:

Service Level Objectives (SLO) combine the three components together. Queues (which work items) + calendars (service hours) + metric (what is measured) = Service Level Objective

For instance:

SLO “Prio2 Incidents Resolution Time SLA”

“All incidents with priority 2” have “services hours from Monday to Friday from 8:00 AM to 8:00 PM” and “should be resolved within 8 hours” with “a warning level of 4 hours”.


SCSM 2012 console -> Administration -> Service Level Management -> Service Level Objectives




In SCSM 2012 the Service Level Management offers a great opportunity to implement SLAs for different IT management processes.

With the four components of SLA management you can build your own complex SLAs:

Queues -> Which work items are covered in the SLA

Calendar -> The service hours of an SLA

Metrics -> What is measured in the SLA

Service Level Objective -> Target of the SLA

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  • OK great news, SCSM 2010 was so poor of SLA. But one question, what about OLA. OLAs are fixed by support group and we can have more than one support group by incident, so we can have different OLA on 1 SLA.

    Is there any property in scsm 2012 to manage OLA and SLA ?

  • Yep.  Check out this blog post:

  • Still not possible to work with business hours ?

    BTW Travis the link you provided point to this blog :-)

  • You are able to work with business/service or operations hours in SCSM 2012: In the SLA calender you can define the start and end date of the service hours, the days and also the holidays.

  • I have a single installation of SCSM 2012 in the UK. I am trying to get the SLA metric to work for engineers across UK, US, UAE, Singapore and Australian time zones. So if an engineer is based in Singapore an incident assigned to him will use the SG calender and the same for the other time zones. I am having difficulty figuring out the best way to do this. Any guidence would be much appriciated.

  • To get the SLA of an incident calculated by the location of the assigned user you need:

    - One SLA calendar for each time zone -> all with the same service hours but different  time zones reflecting the times zones of the location (e.g. "SLA calendar UK", ...)

    - The "Country" field of the users in SCSM should be contain the location (USA, UK, Australia, ....)

    - You need queues for each location (e.g. "Incident Queue UK, ...)

    -  If you are creating the queues choose "Incident (advanced)" as Work Item Type (in the picture above I choosed "Incident")

    - With Incident (advanced) you can see "Assigned To User" (and also Affected User). Pick the "Assigned To User" and select the "Country" field as a criteria and "equals" <Country>(e.g. "Assigned To User"-> Country equals "UK")

    - Create SLOs for each SLA calendar/SLA Queue (SLO "Incidents UK" -> "SLA calendar UK" and "Incident Queue UK")

    Hope this helps.

  • Ok i have tried to set this up and it all looks ok but when i log an incident nothing is added to the incident?

    Is there another step?

  • I'm teh ame as Darryl, made the calendar, queues, and SLOs but it doesn't seem to be populating or doing anything with my incidents

  • Hi. With this approach can you perform SLA monitoring of outsourced services? I have a client that has its IT staff and they outsourcing some services as eg Data Links and they need control SLA of Data Link Services.

    I clarify that it is not necessary that the supplier has access to SCSM at any time, scaling and monitoring of incidents related to data link service is always performed by the IT Staff.

    Best Regards

  • One approach that I think to control the SLA is: create a support group for each third-party service provider and assign incidents to the outsourced service support group. In this way may have information related to incidents of SLA support group.


    Telecommunications Service Provider Inc.

    Support Group = Telecommunications Inc.

    Service Offered = Data Link

    When an incident occurs related to the data link service, this is transferred to   Telecommunications Inc. support group

    IT staff then contacts the provider Telecommunications Inc., which subsequently resolved the incident and recorded its decision on SCSM.

    You think this can work?

  • Hi Travis,

    Do you know what the process is for doing an in-place upgrade of SCSM 2010 SP1 with the CodePlex Incident SLA Management add-on is? Do I just need to remove the old MP? What if anything should I do to "migrate" the settings? Thanks.


  • @Scott -

    There isnt an upgrade or migration path for the CodePlex solution to the in the box SLA management functionality in 2012.  You'll need to delete your MP to stop those workflows from running.  Then you can set up the new SLA management functionality which has a lot more flexibility and is easier to configure/maintain.

  • I have upgraded to SCSM 2012 and the old MP for the 2010 SLA is still there. I am unable to install it because it depends on Service Manager Incident Management Library.  How can I get the old SLA MP to remove?

  • @Chris -

    See this blog post on how to figure out and remove the dependencies.

  • Hi Travis,

    I had one problem with Service Level Management. I created one service level objective with 1 hour for "Target" and 30min for "Warning Threshold" but when any of those are reached and I go to this two views "Incidents with Service Level Breached" and "Incidents with Service Level Warning" I see nothing there. You know what might be happening?