You use service groups to define all the services that you provide or procure. You can use escalations to manage and meet the commitments in service level agreements.
Group tickets, work orders, and contracts by service group or individual
service. 
Learn more about
grouping tickets, work orders, and contracts
Create service level agreements for a service group or for a combination
of service group and service. Learn more about
creating service level agreements
Associate an asset, asset type, or location with a service or service
group. Learn more about
associating assets, asset types, or locations with a service
A service level agreement can have multiple commitments, each with
its own escalation points. Learn more about
multiple commitments for service level agreements