SLA Behavior

SLA behavior is driven by the Demand Management SLA fields on the request type. The SLA fields are shown in Figure 5-1. Demand Management SLA Fields.

Figure 5-1. Demand Management SLA Fields

Service Requested Date is set when the request is submitted. The SLA Level is set in the request. The Request SLA Violation Date is then calculated. If the request is not satisfied before the date specified in the SLA Violation Date field, an SLA exception occurs.

Note: The service requested date does not need to correlate to the request creation date. For example, the customer's SLA might be based on the time it takes to implement a bug fix following bug approval (rather than the bug creation). The service satisfied date marks the end of the request resolution process. Demand Management for IT demand can be set to be satisfied at any point in the process.