Learning Nuggets
Examining Service Level Agreements
Stopping the Clock
Touring Service Level Agreements

Not Applicable

  • access_time 26m
  • Credits: 1
Touring Service Level Agreements

In this walkthrough, Tanya explains Service Level Agreements (SLAs) and how the corporate default sets the priorities and target times for resolution of Incidents. What if you want to stop the SLA clock in the Incident Lifecycle? Learn to set the Incident to pending to stop the resolution time clock.

In this walkthrough, Tanya explains Service Level Agreements (SLAs) and how the corporate default sets the priorities and target times for resolution of Incidents. What if you want to stop the SLA clock in the Incident Lifecycle? Learn to set the Incident to pending to stop the resolution time clock.

Tanya Morton
Tanya Morton has spent 20 years serving various local non-profit organizations through IT. Her vocal opinion on reports is “Why put data in, if you can’t get it back out?” She has a BS in computer science, is certified in ITIL v3, and has done everything in IT from configuring network switches to helping an end user format a mail merge. As a Professional Services Consultant, Tanya is happily translating that experience into configuring and customizing Cherwell Service Management for customers.

You will learn how to set priorities and target times for resolution of Incidents.