SCSM Incident SLA Management Version 0.3 now been released to CodePlex. This is the second release of the SCSM SLA Management solution. It is an 'beta' release and has only been tested by the developers on the project. This is not a solution provided by or supported by Microsoft although people from Microsoft do participate in the project.
Important: This release (0.3) uses the workflow activity DLLs from the SCSM Authoring Tool SP1. It has been tested to work with that version of those binaries and the SP1 version (6555) of SCSM 2010.
This release is intended to be upgradeable going forward. If you are upgranding from version 0.2 you can do so by following the upgrade instructions in the ReadMe.txt file.
There are only two changes in 0.3:
1) This release is built with SCSM 2010 SP1 and Authoring Tool SP1 binaries.
2) Bug fix for a datetime formatting issue on non-EN-US operating systems.
You can download v3.0 of Incident SLA Managementhere.
If you are looking for more of a plug and play solution check out a solution provided by Cased Dimensions that provides Service Level Management.
"Cased Dimension's solution extends Service Manager to add more comprehensive support for service level management. They've support for all types of work items, not just incidents. You can specify business hours and holidays. You can specify different SLAs by creating criteria by which to apply the SLAs to incidents such as those incidents which're "Priority less than 3". A more recent feature they've added is the ability to weight specific users so that they've a modified SLA target. For example -- if the target resolution time is normally 20 minutes, you could weight an executive at 50% of target so that the target resolution time would be 10 minutes," explained Travis Wright.
This is really a fantastic solution and is a great addition on top of the relatively basic SLA management capabilities SCSM offers out of the box.
They have put together a demo video so everyone can see what it does at a glance:
[Source: SCSM Engineering Team Blog]