Service Level Management was a major investment area for us in System Center 2012. The functionality we had in SCSM 2010 was very limited. You could really only track the resolution time of incidents. Even then you could only set target resolution times based on the priority of the incident. It wasn’t possible to define different service levels for different services, classifications, affected devices, affected users,etc. We didn’t have support for business hours or holidays. It was near impossible to set up notifications or trigger workflows when an incident breached its target resolution time or when it was about to breach. We’ve addressed each of those limitations and added a lot more capabilities in this area in SCSM 2012.
I was going to write up a blog post on how it all works, but why do that when one of our community members, Rodney Buike, has already done a great job. Please check out his series of blog posts on the topic:
Thanks for writing these up Rodney!