How best to assign an SLA to a Service Catalog Item?

Question

What is the best way to assign an SLA to a specific Service Catalog Item? The SLAs would be based on the pre-defined expected delivery time. Best I could find is to create an SLA that only applies to a specific Category/Subcategory. I can't find a way to further narrow it down, in the case of multiple service catalog items with different delivery expectations in the same subcategory.

Additionally, is there any way to tie an SLA to a due date?

Boden · Answer

I've run into this as well, and I believe the short answer is that you can't do what you're wanting.

We expose the Due Date field on Incidents/Service requests to our customers and manually measure against due date and SLA.  Meaning that we march to the customer supplied due date, and if one is not supplied we measure by SLA.  You cannot tie an SLA to a service catalog item, nor configure SLAs to fire on due date.  In some respects this all makes sense, but the system doesn't help much with managing "on time delivery" in a comprehensive fashion.  FWIW you can specify in the scope of an SLA whether it applies to Incidents, Service Requests, or both if you hadn't noticed that.