Does anyone have any documentation that supports Service Level Management and getting started setting up Service Level Agreements in Service Desk? We have not formally implemented SLA's and I would like to learn more on best procedures to implement.
In the Doco directory of the installation media there is the user's_guide.pdf that has a whole chapter on SLM. It is not that clear but is a good starting point. I would suggest reading through this a couple of times and then asking specific questions. There are a number of tips and gotcha's with SLM.