The Service Agreements tab allows the User to generate reports for Service Level Agreements, Operational Level Agreements and Service Provider Contracts across all or a specifically selected Process.
Each Service Agreement report displays data based on Service Targets and Actual Times. The information is displayed as follows:
Report Attributes |
|
Response Time |
Actual Response time recorded. |
Agreement Response Time |
Target Response Time. |
Restore Time |
Actual Restoration time recorded. |
Agreement Restore |
Target Restoration Time. |
Fix Time |
Actual Resolution time recorded. |
Agreement Fix |
Target Resolution Time. |
Breached |
States if the Agreement has been breached. |
The reports available within the Service Agreements tab include:
Service Agreement Reports |
|
Request SLA Times by Customer |
Derived by selecting a Customer, lists each of their requests, SLA target and actual times. |
SLA Times by Request |
Lists SLA targets and actual times for each request with a Service Level Agreement. |
Request SLA Times by Org Unit |
Derived by selecting an Organizational Unit, lists each of their requests SLA target and actual times. |
Request SLA Times by Priority |
For each Priority, displays a list of request SLA targets and actual times. |
Request SLA Times by SLA |
For each Service Level, displays a list of target and actual times for requests assigned that SLA. |
Request Times by Service Provider |
Derived by selecting a Service Provider, displays a summary of all Underpinning Contracts fulfilled. |
Request Times by Underpinning Contract |
Derived by selecting an Underpinning Contract, displays each request covered by the underpinning contract with expected, actual and breached times recorded against Response, Restoration and Resolution times. |
Request Times by OLA |
Derived by selecting an OLA, displays each request covered by the OLA with expected, actual and breached times recorded against Response, Restoration and Resolution times. |
Mean Request SLA Times by Customer |
Derived by selecting a Customer, displays a list of the average SLA target and actual times against each SLA and request Priority. |
Mean Request SLA Times by Org Unit |
Derived by selecting an Organizational Unit, displays a list of the average SLA target and actual times against each SLA and request Priority. |
Mean Request SLA Times by SLA |
Displays the average SLA times for each SLA and request Priority. |
Mean Request Contract Times by Underpinning Contract |
Derived by selecting an Underpinning Contract, details the calculated average Response, Restore and Resolution time for each State assigned the Underpinning Contract. |
Mean Request Contract Times by OLA |
Derived by selecting an OLA, details the calculated average Response, Restore and Resolution time for each State assigned the OLA. |
Mean Request Contract Times by Service Provider |
Derived by selecting a Service Provider, details the calculated average Response, Restore and Resolution time for the Vendor’s Contract. |
Total Request Time by Customer |
Derived by selecting a Customer, displays the total amount of time spent by Technicians working on their requests. |
Request Achievement by SLA |
Derived by selecting a Service Level, displays the request total that met the SLA times compared to the Incident total that was unsuccessful. |
Request Achievement Per Technician |
Technician achievement rates with the percentage achieved, is reported against a selected SLA. |
Request Achievement Per Customer |
Achievement rates with the percentage achieved displayed across Customer,ais reported against all or a selected SLA. |
Request Achievement Per Org. Unit |
SLA achievement rates with the percentage achieved across Org. Units, as reported against all or a selected SLA. |
Reason for SLA Breaches |
Derived by selecting a Service Level, displays the request total with an SLA breach explanation. (Breach reasons are based on the Breach Codes created under the Service Level > Breach Code tab.) |
Breached Request Information |
Lists each request with an SLA breach, including the point where the breach occurred (Response/Restoration/Resolution) and if an explanation was provided. |
Breached Request Information by Team |
For a selected Team, the report lists each request with a SLA breach, including the point where the breach occurred (Response/Restoration/Resolution) and if an explanation was provided. |
Active Contracts by Service Provider (Summary) |
Derived by selecting a Service Provider, displays a summary of underpinning contracts currently being fulfilled. |
Active Contracts by Service Provider (Detailed) |
Derived by selecting a Service Provider, lists each current request covered by an underpinning contract with expected, actual and breached times recorded against Response, Restoration and Resolution times. |
Active Contracts by Service Manager (Summary) |
Derived by selecting a Service Manager, displays a summary of underpinning contracts currently being fulfilled. |
Active Contracts by Service Manager (Detailed) |
Derived by selecting a Service Manager, lists each current request covered by an underpinning contract with expected, actual and breached times recorded against Response, Restoration and Resolution times. |
Breached Underpinning Contracts by Resolution Time |
Lists each breached Underpinning Contract based on Resolution Time. |
Breached OLA Contracts by Resolution Time |
Lists each breached OLA based on Resolution Time. |
Item Availability |
Based on the defined Item Category and Minimum Criticality, the percentage Uptime of all Items for each Item Type is reported against the SLA uptime and also displays if breaches have been recorded. |
Maintenance Contract by Expiration Date |
Displays a list of Contracts with contact name, start and end dates for the time period entered. |