Implementing Policy › Service Level Agreements › How to Create Service Targets

How to Create Service Targets

To minimize SLA violations, you can create a set of service target templates to measure each stage of ticket resolution. Like Service Types, each service target contains a condition and estimate of completion time. However, service targets do not provide an action mechanism.

During ticket creation, a Service Type assigns one or more service targets to track each stage of the ticket resolution. Each time the ticket changes, the active service targets evaluate the condition. If the condition is met, the ticket and activity log show the actual completion time. When the time exceeds the estimated time, the ticket displays the amount of time by which the target was missed.

Service targets let you do the following:

• Verify that tickets of the same Service Type follow the same service targets.
• Monitor whether tickets are closed within the required time frames.
• View information such as the remaining number of minutes before a service target completes.

When creating service target templates, consider the following:

• Consider the required outcome for meeting the service target. Use an existing Condition or Site-Defined Condition Macro to evaluate ticket data. If necessary, customize or write a new macro to manage the service target.
• Calculate the projected violation and penalty costs based on SLA agreements.
• Assign at least one service target template to a Service Type.

To create a service target template, do the following:

1. Create a service target template to manage requests, incidents, problems, change orders, or issues.
2. Link the service target template to a Service Type.
3. Assign the service target template detail to a ticket category such as request, incident, problem, change order, or issue tickets.

   At the time of ticket creation, the appropriate template automatically attaches to the ticket based on the Service Type. Each time a user creates a ticket, the status of the service target automatically displays in the Service Type tab.