2. 2 October 31, 2016
Agenda
• General
• Status Snapshot
• SLA Reports
• Outage reports
3. 3 October 31, 2016
General concept
• Service Level Management reports show you how well
actual service levels compare with your goals.
• The reports provide users with a view of the whole
system, and enable to get an early warning of potential
problems, before agreement violations occur.
• SLM:
− displays a report with the last agreement selected
− displays reports with a minimum time granularity of one
hour
− generates a report according to the aggregated data
stored in the database
− can display up to 60 data points in each table.
4. 4 October 31, 2016
Status Snapshot - general
• Used to track worst-performing (or best performing)
agreements, and get a quick snapshot of agreement
status
• Displays up-to-date information about the worst-
performing agreements in the current tracking periods,
and in previous, closed periods.
• Left pane “Worst-Performing SLAs - Current Periods”
• Right pane “Worst-Performing SLAs - Previous Periods”
• Different agreements may be displayed for each of these
categories.
• An agreement is included in the Status Snapshot page
only if it has relevant data.
• The Status Snapshot page is refreshed every 5 minutes.
5. 5 October 31, 2016
Worst-Performing SLAs - Current Periods
• Displays status information for the worst-performing
agreements in the current tracking periods, and the
predicted agreement status at the end of the forecast
period.
• The SLAs field displays the names of the agreements,
providers, customers or services selected for the report.
• The status-to-date information displayed in the Status
Snapshot (for example, Week, which gives week-to-date
information) shows data that is correct up to two hours
ago.
• Drill down to SLA Status report
6. 6 October 31, 2016
Worst-Performing SLAs - Previous Periods
• Displays information for the worst-performing agreements
(out of the agreements selected) in previous, closed
tracking periods (periods that have passed their end
date), over the past six months.
• Only Week, Month and Quarters periods
• If a period is grey, either the period has not yet finished,
or no data exists for that period.
7. 7 October 31, 2016
SLA Status report
• Displays agreement status for the current period, and
provides a forecast of agreement status at the end of a
calculation tracking period.
• Use to determine if current service levels may lead to a
future breach of the agreement
• Agreements that do not correspond to the filtering criteria
(for example, they do not use the defined calendar) are
not included in the report.
8. 8 October 31, 2016
SLAs Summary report
• Displays a list of agreements and their status, organized
by KPI/calendar/time period.
• Use to view a summary of data for all (or specific)
agreement
• You can drill down from this report to the CI Summary
report. This enables you to identify the measurement
causing a problem in SLA.
9. 9 October 31, 2016
CI Summary report
• Drill-down from the SLA Summary report. The report
displays status for CIs in the branch for a selected CI (up
to four levels), organized by KPI/calendar/time period.
• Use to find CIs that did not reach their objectives
10. 10 October 31, 2016
CI Impact report
• Displays KPI results for a selected CI across all the
agreements in which it is included.
• The report displays status organized by KPI/calendar/time
period.
• Use to compare the availability and performance of a CI
across several agreements
11. 11 October 31, 2016
CI Status report
• Displays status for CIs in the branch for a selected CI (up
to four levels), for a selected time range, calendar, and
KPI.
• Use to view configuration information, such as objectives
and Additional Values, for each CI
• Additional Values may be displayed in Expanded order
(separate column per value) or in Grouped order (all
values in one column)
12. 12 October 31, 2016
Time Range Comparison report
• Enables you to compare status for up to eight time ranges
for CIs in an agreement.
• Displays status for CIs in the branch of a selected CI for a
selected calendar and KPI.
• The added value in this report is that it displays a trend
between two time ranges.
• Use to compare time ranges to determine whether
availability and performance have improved
13. 13 October 31, 2016
CIs Over Time report
• Displays a graphic display of status over time for selected
CIs, for a specific KPI and calendar.
• Use to follow the results of a particular CI over a time
period and compare with other CIs
• Results can be displayed in graph or table format.
14. 14 October 31, 2016
CI Over Time vs. Target report
• Displays KPI results over a time period for a selected CI,
against the target objective for each time period
• Use to see how well a CI has performed compared to its
objectives
• Results can be displayed in graph or table format.
15. 15 October 31, 2016
Outage Reports
• Outage Summary
− Displays a list of outages for selected CIs.
− Use to view outage information for a specific agreement
• Outage Breakdown
− Displays outage breakdown organized by outage KPIs
and groups
− Use to view a breakdown of all outages for certain CIs,
to see to which category a CI belongs
• Outage Distribution
− Displays outage distribution organized by outage KPIs
and groups (CIs, categories, or both)
− Use to view the outage distribution of selected CIs, to
see which CI or category has the most outages, or has
outages with the longest duration
