Implementing Policy › Service Level Agreements › Service Types and Events

Service Types and Events

To keep track of vendor and organization commitments and schedules as they relate to specific tickets, you can attach events to service types. Service types provide a flexible and efficient way of attaching events automatically to tickets.

Service types provide automated support for the service level agreements you have established with your customers. Using service types, you can monitor any aspect of a time or condition‑related situation. For example, you can set a policy that defines a resolution time for a particular issue and associate an action with it. Service types provide the capability to manage service providers, vendors, and the service desk itself, enabling easy performance and compliance measurement.

Service types let you do the following:

• Identify the level of service required for specific tickets automatically
• Identify service level violation conditions
• Send warning notifications automatically prior to expiration of service level agreements
• Set up service level agreement violation reports