Setting up reports and monitoring agreements and service targets
Service Level Management Reports
Report | Description |
|---|---|
Team Assignments | This is a single report that provides a history of the different individuals who have been assigned to work on the request. |
Compliance-based | Service Level Management has several time-based compliance reports. The summary compliance report shows the agreement compliance target and the current compliance for all review periods for the specified date. |
Cost-based | Service Level Management has several time-based cost reports. The summary report shows impact costs and penalties or rewards accumulated for all review periods ending on specified date. |
Service Targets | Service Level Management has several service target reports. The reports are based on time, request-based agreements, and performance-monitoring agreements. |
Performance-monitoring | This is a single report that shows the performance-monitoring service targets for which there is no data. |
Agreements and service targets are monitored automatically. If targets are not being met, or agreements are at risk, notification actions are automatically triggered for the appropriate people. In addition, the service level manager keeps track of results using the dashboards or reports, and works with other IT staff to create appropriate action plans for service improvement by conducting periodic review and drive service improvements.
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 UC).
- 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.
Where to go from here