Different Service Level Objectives (SLO) for different departments

The following post show how to configure different Service Level Objectives (SLO) for the DEV and HR departments. The scenario is that the two departments have different SLO for the time between incident created and first response. That could also be two different customers or companies.

  1. Queues are used to group similar work items that meet specified criteria such as all incidents that are classified by analysts as E-mail incidents. Queues membership rules are dynamic and are periodically recalculated to ensure that the queue membership list is current. For this example we need two queues, one for incidents where the affected user is in the HR department and one for incidents where the affected user is in the DEV department. Navigate to Library/Queues to create these
    1. Queue name: Contoso – Queue – User dep eq HR
    2. Work item type: Incident (typical)
    3. Criteria: Affected User [User] Department contains HR
  2. We need to configure a calender to control when the SLO should be active. In the Service Manager console navigate to Administration/Service Level Management/Calendar. In my example I have configured the calender to be always on, all days are checked and start and end time is 12:00:01 AM to 11:59:59 PM.
  3. We need a Metric to configure what time we want to measure, in this scenario the time between the incident was creates to the first response. In the Service Manager console navigate to Administration/Service Level Management/Metric
  4. Last thing to configure is Service Level Objectives, in the Service Manager console navigate to Administration/Service Level Management/Service Level Objectives. Configure the Service Level Objective to use the calendar and metric created before. As we will use different target and warning thresholds between the two departments we need to create two Service Level Objectives, one for the HR department and one for the DEV department.


When a new incident is created with a affected user from either the DEV or the HR department it will be included in the HR queue or the DEV queue. If you want to verify that you can use the following script. Thanks to Anton Gritsenko who wrote this script. When the incident is in the queue the SLO will be applied too. It can take a couple of minutes, but you should then see the SLO on the Service Level tab of a incident.

Reporting have changed a lot with Service Manager 2012. We now have cubes to analyze the data and we use Excel to easy drag and drop fields to build table.  You can use the Service Manager WorkItems Cube to analyze this data in Excel. If you for example want to see SLO information related to each incident, grouped by department, configure Excel like the image below. Note that it can take some time, hours, before all data has been transferred to the data warehouse and that the Cube has been updated. As you can see there is one row above DEV, that one list all incidents where the affected user don’t have a department configured.





Leave a Reply

Your email address will not be published. Required fields are marked *

This site uses Akismet to reduce spam. Learn how your comment data is processed.