This article contains the following topics:
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What Is a Service?
A Service is an integrated entity that consists of several components, such as management processes, hardware, software, facilities, and people, that provide a capability to satisfy a stated management need or objective. An IT Service is made up of a combination of assets and configuration items and can be defined in a Service Level Agreement. An IT service ranges from access to a single application, such as a ledger system, to a complex set of facilities including many applications that are spread across several hardware and software platforms. The key benefit of using services to manage IT is that you can easily see when incidents affect configuration items. These incidents, problems, and requests contribute to the metrics that you can view on the Service Pulse workspace.
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In this case, the variation is -30 vs Last Period.
The following service level metrics are considered for calculating the Response Target:
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Click the Ticket link to view the ticket details screen.