KnowCardSAP Solution Manager 7.2 · IT Service Management (ITSM)
In ITSM, what do the SLA-driven dates 'First Response by' and 'Due by' mean?
- First Response by — driven by IRT (Initial Response Time): the deadline from when the notification is received to the processor's first reaction.
- Due by — driven by MPT (Maximum Processing Time): the deadline from message creation to final confirmation/resolution.
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