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I27 - SLA Performance Summary by Group

This report shows, for a particular time period and company, the overall service level agreement (SLA) performance for incidents that were assigned to a particular group. This report contains a table with the assigned group, the total number of incidents, the number of incidents with attached SLAs, and the percentages of the incidents that met the SLA.

Usage

This report is useful for an executive-level audience and can be used to track SLA performance of a particular support group. It can also be used to compare performance of various groups.

Report assumptions

  • Only the incidents that have an SLA attached to them and are reported in the specified time period are considered.
  • Only incidents resolved within the agreed response time frame and whose service level management (SLM) goal is Incident Resolution Time and whose SLM status is Within Service Target are selected.
  • The percentage of incidents resolved within the agreed response time period is determined for all the assignee groups.
Warning

Note

This report is available only if you have BMC Service Level Management installed.

 

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BMC Analytics for BSM 7.6.06