SLA Notifications: Response Targets
It was already possible to create notification schemes for SLA breaches of resolution targets, and relate these to specific request categories and impacts within a service offering. Now it is also possible to relate an SLA notification scheme to response targets. This enables an organization to inform certain people when a response target is about to be breached, so that everything can be done to prevent this from happening.
In this blogpost, you can read how to create an SLA notification scheme. Existing schemes can be used to relate to response targets, as the thresholds are defined in percentages of the target durations of the affected SLAs. It is of course also possible, and probably better, to create specific schemes just for response targets.
A new Notification scheme field has been added to each of the request category and impact options in the ‘Response and Resolution Targets’ section of the Service Offering form. This feature gives service level managers using Xurrent even more power and flexibility to configure the platform for success.
