This recipe will define the hours that your business offers services, which allows calculation of resolution and response times against SLAs.
For this recipe, it is required that you have already assessed the business hours that your IT services will offer to your organization, and that you have custom management packs in place to store your queue customizations.
The following steps will guide you through the process of configuring business hours and non-working days within Service Manager:
Core Business Hours
:
00:00:00
format, for example, 8
am should be entered as 08:00:00
:
New Year's Day
.
When you specify the business hours and non-working days, Service Manager will take these into consideration when calculating SLA metrics, such as resolution time and first response time for all work items that are affected by the calendar.
A calendar on its own has no impact on service levels. The calendar is one part of the SLO configuration. The rest of this chapter provides additional recipes to complete the configuration.
Adding holidays manually can be a very time consuming process. Our co-author Anders Asp has automated the process using PowerShell to import a list of holidays.
You can download the script and read about the process on the TechNet Gallery at http://gallery.technet.microsoft.com/Generate-SCSMHolidaysCSVps1-a32722ce.