Service Level Management Reports in SerioReports

This post will be about reports available in SerioReports. My last topic focused on Incident KPIs, this post will focus on reports that might be of interest to a service level manager.

At this point, I’ll try to define what we aim to achieve with service level management:

Maintain and improve the quality of IT Service Delivery by agreeing what our service levels should be, and then constantly monitoring and reporting on the service levels we are achieving. Where appropriate make recommendations for improvements in service delivery.

There is more to this than simply response and resolve times, important as they are, but I expect we will pick up service level management in greater detail in future posts.

Locating the Reports

First off, you will need SerioReports – this is where most of the packages reports are. SerioReports is a licensed product (so you need a license!) that you have to install on a computer somewhere. If you can’t find it, ask your Serio Administrator to install it for you.

A large number of the service level management (or SLA) reports are grouped under SLA Analysis, where you’ll find about 25. What I will do now is to pick some of the more interesting ones and talk about them.

Firstly I’ll start with overview reports.

SLA5 – This is a very simple report. Like most of these reports, it takes a start date, end date and an SLA, and then shows you (by priority) your Incident resolution within agreed SLA times. This report is sometimes printed to PDF and circulated to ‘casually interested’ parties, or pinned to notice boards.

SLA6 – This is another simple report. It reports on callbacks or responsiveness, and it is a fairly common industry measure of performance. It is the amount of time taken for the Service Desk or Helpdesk to respond to an Incident being reported – it is not an automated response. In Serio when logging a ticket, there is a checkbox that says ‘Customer needs a callback’ – this report uses Incidents you’ve flagged in this way.

Moving onto more detailed reports there is SLA4. This report uses a matrix to report on Incident resolution performance by Company. It would be used by service level managers to after checking overall performance to examine service levels obtained for each major Company or department that they support, to identify areas of poor performance to groups.