Itil, sla reporting, sla kpis, sla metrics, slm kpis, service level management kpis, slm reporting, service level management reporting, slm report, service level management report, slm dashboard

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  • 1. SERVICE LEVEL MANAGEMENT REPORTING with MeticEdge – Business Intelligence Solution for ITSM Measure, Analyze and Optimize VALUE from IT When was the last time you evaluated your current process of creating reports, dashboards, metrics, and KPIs? MetricEdge helps you to accurately measure, analyze and optimize the business value from your IT. MetricEdge allows you to automate the uploading of data, the creation of reports, and sharing them around your organization, saving your time and money and, most importantly, minimizing the mistakes that manual reporting usually does.May, 2012
  • 2. SERVICE LEVEL MANAGEMENT Service Reporting is one of the stages in SLM information reports that enable business users process that shows compliance with SLAs, OLAs with insights & intelligence on service levels for and UCs. SLA KPIs and SLA Metrics are used to end to end IT Services. MetricEdge equips the measure and assess the IT services performance customer with ability to generate comprehensive under SLA reporting, a part of overall SLM and consolidated SLM reports that enables reporting. Service Level Management reports customer to fully understand its performance become the basis of intervention, validation, against respective SLM metrics, review its justification and direction for agreed SLAs & OLAs. compliance with existing SLAs and demonstrate Hence, SLM reporting is vital for both customer value to the customer. MetricEdge has a variety of and service provider. Service Level Management KPIs. MetricEdge (BI for ITSM) offers ITIL, ISO 20000 KPIs Some of the SLM metrics with respective and Metrics based SLM dashboards and CSFs are mentioned below: Incident Management Critical Success Incident Management Key Performance Indicators Factor (CSF) (KPIs) Percentage reduction in SLA targets threatened Percentage increase in customer perception and Managing the overall quality of IT services satisfaction of SLA achievements, via service reviews and required both in the number and level of customer satisfaction survey responses B34services provided and managed Percentage reduction in SLA breaches caused because of third-party support contracts (underpinning contracts) Percentage reduction in SLA breaches caused because of internal OLAs Total number and percentage increase in fully documented SLAs in place Percentage increase in SLAs agreed against operational services being run Percentage reduction in the costs associated with service Deliver the service as previously greed at provision affordable costs Percentage reduction in the cost of monitoring and reporting of SLAs Percentage increase in the speed and of developing and agreeing appropriate SLAs Frequency of service review meetings© Copyright 2012 iWareLogic Technologies Pvt. Ltd. info@iwarelogic.com || www.metricedge-bi.com
  • 3. Increased percentage of services covered by SLAs Documented and agreed SLM processes and procedures are in place Reduction in the time taken to respond to and implement SLA requests Increased percentage of SLA reviews completed on time Reduction in the percentage of outstanding SLAs for annual renegotiation Manage the interface with the business Reduction in the percentage of SLAsrequiring corrective and users changes (for example,targets not attainable; changes in usage levels) Percentage increase in the coverage of OLAs and third- party contracts in place, while possibly reducing the actual number of agreements (consolidation and centralization) Documentary evidence that issues raised at service and SLA reviews are being followed up and resolved Reduction in the number and severity of SLA breaches Effective review and follow-up of all SLA, OLA and underpinning contract breaches.© Copyright 2012 iWareLogic Technologies Pvt. Ltd. info@iwarelogic.com || www.metricedge-bi.com
  • 4. MetricEdge Adds Value: i. 120+ in-built static and drill down reports with 50+ metrics based on best practices (ITIL, COBIT, ISO 20000) ii. Fulfill ISO 20000 Service Reporting specifications and facilitate Continual Service Improvement (CSI) of IT processes iii. Summarize voluminous data and spot trends in IT management; enables to take action before the business is impacted iv. Pull data from varied ITSM solutions like BMC, HPSM, OTRS etc. and provide holistic view of IT Performance v. Fully automated self-service model, thus neither requiring lost time and nor decreasing the productivity iWareLogic is a notable player in the space of Oracle Applications. In-depth knowledge about Oracle Applications allows iWareLogic to deliver cutting- edge solutions in the areas of ERP, CRM, Business Intelligence, Business Integration, Infrastructure Management, Human Resources technology. MetricEdge is business intelligence (BI) tool seeks to give CIOs and senior IT executives a tactical advantage in the business arena. It delivers a full range of BI capabilities including interactive dashboards, full ad hoc, proactive intelligence and alerts, enterprise and financial reporting, in-built ETL mappings for faster performance etc. MetricEdge is built based on our years of experience in training, consulting and software implementations across the world in ITIL, COBIT, ISO 20000 and IT Management software implementations from mega vendors. For more information visit - www.iwarelogic.com© Copyright 2012 iWareLogic Technologies Pvt. Ltd. info@iwarelogic.com || www.metricedge-bi.com