After setting up SLAs within Service Manager, it would be rather useful to actually see how work items are performing against the SLAs you've defined. There are a few places where we can see some of this information.
Getting ready
In order to view SLA information in the SCSM console, you need to have completed the previous recipes in this chapter.
How to do it...
The following steps will guide you through the process of viewing SLA warnings and breaches within Service Manager:
Navigate to the Work Items node of the console, expand the Incident Management folder, and then click on Incidents with Service Level Breached.
This should display a list of all incidents that have breached their SLA in the center of the console.
Highlight an incident and either double-click it or choose Edit from the tasks pane on the right-hand side.
When the breached incident form opens, it should be immediately obvious that there has been a breach of SLA on this incident from the yellow bar that is now present and the red exclamation mark next to the Service Level tab, as shown in the following screenshot:
Clicking on the Service Level tab allows you to see more information related to the SLA, as shown in the following screenshot:
Depending on how the incident has been routed and the SLAs defined within you organization, it is possible to see multiple Service Levels displayed:
How it works...
Once a queue has been defined that targets incidents and has an SLO mapped to that queue, service levels are assigned to the members of that queue. The Service Level information is made available within the forms for the work items in scope of the configuration.
By default, Service Manager has two views to help with Service Level monitoring/management: Incidents with Service Level Breached and Incidents with Service Level Warning.
There's more...
Service Manager provides you with the ability to display SLA information in a color-coded format.
RAG status in console
You can create custom views to get what is known as a Red, Amber, Green (RAG) status in the main console without having to open each incident: