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