More on Service Level Reports

I wrote previously about Service Level Management reports. I’m going to pick up this topic again for this post, looking at some of the more detailed or complex reports on this subject.

Once more, these reports will be located within SerioReports – see the earlier post for my comments on this. As with the previous reports, the reports below are grouped under ‘SLA Analysis’.

I will start with SLA10. This report focuses on the timeliness of resolution of Incidents, on a calendar month by calendar month basis. It is a histogram-style report, and shows the percentage of resolutions on time (by Priority) for each month. It allows you to add your target (for instance, 90%) to the report, so that the actual outcomes can be compared to the target. As the report shows month-on-month percentages it is useful in showing trends (improving or worsening situation over time).

People are sometimes puzzled as to why more than one target line can be added to the report. This is because some customers define variable targets for SLA resolutions, as in this example:

Priority Critical – Target 99% on time

Priority High – Target 95% on time

Priority Medium – Target 90 % on time

and so on.

Other Serio customers simply have a target that is the same across all Priorities. Either way it’s fine – the report works for both groups.

As a final flourish, you can add averages across each month across all Priorities.

Another more complex report is SLA7. This report also reports on timeliness of resolution, but includes information, banded by Priority, about each Escalation level reached. This is useful because it is not good practice to focus on only on what was on time and what was not. Service level managers should have further interest as in this example:

For the Incidents that were not on time, just how late were they?

For instance, it is not as bad to have Incidents being resolved 30 minutes after their target as it is to have them resolved 30 days after their target. One way to achieve this, assuming you’ve set-up your Escalation points sensibly, is to use SLA7. Alternatively, you can explore this ‘lateness’ concept by running report SLA12.