IT Demand SLA Fields
IT demand can be tracked and reported by using a predefined set of Service Level Agreements (SLAs). These SLAs correspond to an acceptable level of performance or reaction time as specified by your business processes.
The Service Requested Date is set upon initiation on the request. The user then sets the SLA level in the request and the SLA violation date is calculated. If the request is not closed before the SLA violation date, an SLA exception occurs.
Figure 3-2. IT demand SLA fields
The service requested date need not correlate to the request creation date. For example, the customer SLA might be based on the time it takes to implement a bug fix after bug approval (rather than bug creation).
Table 3-2. IT demand SLA fields lists the IT demand SLA fields.