Monitoring agreements and service targets

Agreements and service targets are typically monitored automatically, but they can also be monitored manually. Monitoring typically results in notifications that are sent out when an incident is at risk of violating an agreement or at the time the incident violates an agreement.

• Automated monitoring of agreements — The results of one or more service targets are combined to determine the overall compliance of an agreement (an SLA, OLA, or underpinning contract).
• Automated monitoring of service targets — Each service target is monitored based on changes to an incident or other request, or based on key performance indicators collected from the infrastructure.
• Manual management — In addition to the automated monitoring and sending of notifications that occur, the service level manager monitors daily status and trends over time.