Service level agreement (SLA) is a contract between a service provider (either internal or external) and the end user that defines the level of service expected from the service provider. Tickets Priority - P1-Critical - P2-high - P3-medium - P4-low Response SLA and Resolution SLA can be like this but it can differ client to client. Ticketing and monitoring tool Service now – Ticketing Tool

BMC remedy- Ticketing Tool OEM – Monitoring Tool Incident management Incident Service Request Change request

Problem ticket