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
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
<p>Hopefully you still monitor this post, this is all fantastic and a great improvement from 2010, but what about on hold functionality? If the end user is unavailable to accept the IT analyst support for whatever reason, could the incident be changed to status "on hold" which would make the SLA clock stop ticking?</p>
<p>Under section "Step 2: Create Notification Subscription" of this article <a rel="nofollow" target="_new" href="http://blogs.technet.com/b/servicemanager/archive/2012/02/07/notifying-before-sla-breaches.aspx?wa=wsignin1.0&CommentPosted=true#commentmessage">blogs.technet.com/.../notifying-before-sla-breaches.aspx</a></p>
<p>It has been stated "You can select specific Group / Queues if it applies in your case but I’ll skip it here and go to the Additional criteria".</p>
<p>Once You Select "Service Level Instance Time information". No groups are available for Selection. So this becomes a generic subscription.</p>
<p>The Impact of this: If I have 2 Different SLA's for 2 different Work items eg: (1) Unassigned Incident, (2) SLA for Priority 1 incidents, I will get 2 Email notifications. As the trigger for Subscription is "Equal" to Warning which is not limited to any queue.</p>
<p>Notification 1 (For Unassigned Incident)</p>
<p>For the one which actually changed from: "not equal" to Warning.......Changed to: "Equal" to Warning. </p>
<p>Notfication 2 (For SLA for Priority 1 incidents)</p>
<p>Where the changed from: "not equal" to Warning has still not changed to Warning as this SLA has higher time frame.</p>
<p>Name: SLA with Priority 1</p>
<p>Criteria: Trouble Ticket with Priority 1</p>
<p>Notification Template : Has been created based on "Service Level Instance Time information"</p>
<p>Calendar: Out work time Calendar</p>
<p>Name: Metric for Incident of Priority 1 </p>
<p>Measurement: Start Date = Create Date, End Date = Resolve by</p>
<p>Class = Incident</p>
<p>Queue = SLA with Priority 1</p>
<p>Metric = Metric for Incident of Priority 1</p>
<p>Subscription has a problem as mentioned above at the start of the post..</p>
<p>Please assist... Thanking you in advance.</p>
<p>Can we stop sla timer when incident status change "pending" ?</p>
<p>we are integratating scsm 2012 product for a very large organization in Turkey.And as it is going to be a first in Turkey in terms of its scale , it is also followed by Microsoft Turkey. Our customer is changing from another service desk product to scsm 2012. That's why they want some existing features in SCSM 2012. We provide some of them using orchestrator.Such as incident auto assignment.. Nevertheless there is still one feature we havent be in able to provide. Can ve stop sla for the cases when the analyst waits for further information regarding the ticket from the end user or when they wait for something such as a spare part from a supplier?</p>
<p>Is there going to be a new roll up for this or do you have any suggestions to overcome this issue in the existing scsm 2012 structure?</p>
<p>@firatyasar - </p>
<p>One of our MVPs has blogged about an approach:</p>
<p><a rel="nofollow" target="_new" href="http://blog.scsmsolutions.com/2012/08/pause-sla-in-scsm-2012-yes-you-can/">blog.scsmsolutions.com/.../pause-sla-in-scsm-2012-yes-you-can</a></p>
<p>This is actually something we designed and coded but didn't have time to fully implement and test. That's why it isn't supported but it should work.</p>
<p>Yes he bloged this but he didnt give any code or mp.</p>
<p>We add custom status to incident. And we want to use this status time info as a sla metric. Such as resolved date. For example we add inprogress status as a incident status. And we want to use this status time info as a status. Is this posible? Can we customize sla metric start and end time?</p>
<p>@Firat yasar </p>
<p>SLO metrics can only be created based on date/time properties. What you need to do is create a new datetime property on the incident class called something like '<MyCustomStatus> Time'. Then you need to have a workflow be triggered when the incident enters that status which sets the '<MyCustomStatus> Time' value to now. You can do that by running a PowerShell script in the workflow.</p>
<p>Is it possible to define exceptional working days. Because some countries have laws that allows to move working day to another non working day (e.g. saturday) in order to have longer public holidays. So in this case we need to define exceptional working day and working hours for that day.</p>
<p>@refvee - </p>
<p>Sorry, no I don't think that is possible.</p>
<p>Is there any plans to add such functionality for SLA management? Because this, for our clients, is one the bigest disantvantages against other competitors.</p>
<p>Is the SLA can only be work on (IT management process only)? How about per site or per group?</p>
<p>Because we have here a CRM that can create SLA per site name, does the SCSM can do this also?</p>
<p>SLA’s seems on incident form 5minutes later, after incident creation. How do we speed up this proccess? </p>
<p>Hi travis, in a normal scenario I can generate two notifications from a SLO (Warning and Threshold). it is possible to generate three or more notifications from one SLO?</p>
<p>Sorry, I correct the parenthesis of the last post, the text is correct (Warning Threshold and Target)</p>