Cased Dimensions, released a new Service Manager management pack solution for service level agreement management. This MP is easy to deploy and all configuration is done in the SCSM console. The solution allows you to define groups of configuration items, create support schedules (including the ability to specify business hours, exclude holidays, etc.) and define SLA and OLA targets for service levels like time to respond and time to fix.
You can do this for any kind of work item — incident, problem, or change. Then you can associate support schedules and SLAs to the groups of configuration items. You can also define escalation and notification rules for when SLAs are breached or about to be breached.
You can get more information about this solution, download the white paper. and view three different demo videos by registering on the Cased Dimensions site here.