Thursday, September 29, 2011

SLA Reporting for All

SLABefore we started the development of ITRP, we defined the management information it would have to provide. Once we knew this, we worked our way backwards to design the data structure. The advantages of first identifying the deliverables are now paying off in a major way. The result can be seen in the Analytics console that was released today.

Analytics consoleWhen you go to the Analytics console (by clicking on the 4th toolbar icon), ITRP will offer you a list of all your active SLAs. A red indicator is placed in front of an SLA when one or more of its targets have been violated in the current month. This makes it easy to spot the SLAs that require attention. The list of SLAs can quickly be reduced to show only the ones for a specific service, service provider or customer by entering a name in the Search box above the list.

List of SLAsWhen you select one of the SLAs, the current month's results are displayed. Today is the 29th, which is why the report ends there. Yes, ITRP provides real-time SLA information.

SLA report example
If you want to see the report for a previous month, just click on the current month in the upper right-hand corner of the report and select the month you are interested in.

Oh, and did I mention that you do not need to do anything to get these SLA reports? Just make sure that your service level agreements are registered and manage your requests like you always do in ITRP. There's no need for configuration. The SLA reports get generated automatically. And not just for the SLAs of services you provide to your customers; ITRP also tracks the SLAs of your external service providers. Even when no targets have been specified for these SLAs, the actuals still get calculated.

The next major step for the Analytics console is going to be the addition of the process KPIs. So stay tuned.