Setting Up Service Level Agreements for IT Demand
The Demand Management IT demand solution tracks and reports on a predefined set of service level agreements (SLAs). SLAs correspond to an acceptable level of performance or reaction time for items you manage through Demand Management. After you configure the IT demand types, demand sets and workflows, you can use request type rules and validations to set up the SLAs.
In the default Demand Management for IT demand solution installation, SLAs are only enabled for the Database Refresh demand type. However, you can enable SLAs for all IT demand types.