Creating SLOs
This recipe will show you how to create a SLO, which is used within Service Manager to create the relationships between the queues, service levels, calendars, and metrics. The SLO will define the timings to trigger warnings or breaches of service levels.
Getting ready
To create an SLO, you will need to have already created the following:
Queues that correspond to each service level
Metrics to measure differences in the start and end times of an incident
A calendar to define business working hours
You will also need custom management packs in place to store your SLO customizations.
How to do it...
The following steps will guide you through the process of creating SLOs within Service Manager:
Under Administration, expand Service Level Management and then click on Service Level Objectives.
Under Tasks on the right-hand side of the screen, click on Create Service Level Objective.
Review the Before You Begin information and then click on Next.
Provide a title and description relevant to the...
