SLA Reports

Restriction: Administrative requirements must be met before Service Level Agreement (SLA) reports can be displayed.

Note: For complete information about SLAs, see the Serena Service Manager Getting Started Guide.

SLA reports allow you to review and monitor how you and your organization respond to requests for service in comparison to customer commitments. SLA rules and metrics are defined by an administrator.

Use the following sections to learn more about SLA reports:

SLA Report Types

Past Performance Reports

Past Performance reports provide historical information. By default, data for all service requests from the last six months is displayed, with a performance threshold of 80%. This means that over the last six months, an overall SLA "passing" performance level of 80% or greater (with an overall "violation" performance percentage of less than 20%) is considered acceptable for normal operation. You can change this filter, as described in Running SLA Reports.

The following Past Performance reports are available:

Aggregate Performance—Measures the aggregate performance level of all service requests included in the report. This is the percentage of items that are within the acceptable range of the performance threshold, which is specified in the Report Filter (see above). The red part of the gauge represents the percentage that is under the performance threshold; the green part represents the percentage that meets or exceeds the performance threshold. The goal is for the needle to point in the green area.
Performance Breakdown—Shows each service request name, the SLAs associated with each service request, the SLA threshold specified by an administrator during the definition of the SLA, and the actual SLA performance. The SLA performance value is displayed in red if it falls into the unacceptable range.
Violations by Service Request—Shows the service request names and the number of items for each service request that are in violation of the SLAs defined for it. You can click a bar in the chart to drill down to the next chart.
Violations by SLA for Service Request: "service name"—Shows the number of items that are in violation of each SLA defined for the service request. By default, the report format is a chart; click a bar in the chart to drill down to the next report. Click the Listing report button to change the report format.
Violations for SLA: "SLA name"—Lists each item that is in violation of the SLA. For details about the content of the report, see "Listing Reports," below. Click the link in the Item Id column to open the item. To close the item and return to the report, click the X at the top right corner of the item.

Current Risk Reports

Current Risk reports are calculated using the time and risk values defined for each SLA. By default, data for all service requests is displayed in the reports. You can select specific service requests to monitor and specify that only data for items you own is displayed. You can change this filter, as described in Running SLA Reports.

The following Current Risk reports are available:

Risk Projection—Shows the number of items from all service requests included in the report that are in violation of or are at risk of violating the SLAs associated with them. Violations and risk categories are stacked horizontally in the bar in different colors; click one to view the corresponding chart on the right.
Violation/Risk Category Items by Service Request—Shows the service request names and the number of items for each service request that are in violation of or at risk of being in violation of the SLAs defined for it. The name of the chart changes depending on what is clicked in the Risk Projection report. You can click a bar in the chart to drill down to the next chart.
Violation/Risk Category Items by SLA for Service Request: "service request name"—Shows the number of items that are in violation of or at risk of being in violation of each SLA defined for the service request. By default, the report format is a chart; click a bar in the chart to drill down to the next chart. Click the Listing report button to change the report's format.
Violation/Risk Category Items for SLA: "SLA name"—Lists each item that is in violation of or at risk of being in violation of the SLA. For details about the content of the report, see "Listing Reports," below. Click the link in the Item Id column to open the item. To close the item and return to the report, click the X at the top right corner of the item.

Listing Reports

Some of the SLA reports are in a list format. Most, but not all columns are displayed by default. To display hidden columns, and to optimize the reports for your screen, right-click in any column header and select or clear check boxes for columns you want to see or hide. In these reports, you can also click a column header to sort rows in ascending or descending order.

The information displayed in a column can be modified with the "value display format" option. This option is configured on the General tab of the table Property Editor in SBM Composer. For example, you could have the Title column include both the title and owner of the item. For details, see the SBM Composer Guide or online help.

Descriptions for some of the columns follow:

Estimated Date: The date the item will violate the SLA if the item does not complete the SLA process within the "duration" that was defined for the SLA. This date should move forward to account for the time the item spends in "paused" states.
Note: Waiting for Input is an example of a paused state in which a technician waits for a customer to provide information needed to proceed with the item.
Completion Date: The date the item reached the "end state" that was defined for the SLA.
Elapsed Time: The amount of time since the item entered the "start state" that was defined for the SLA, with the exception of the amount of time it spent in "paused" states.
SLA Type: SLA (Service Level Agreement) or OLA (Operational Level Agreement). SLAs and OLAs are defined and processed the same way. They differ in that SLAs typically address customer commitments, while OLAs typically address internal commitments that ensure that SLAs are met.
SLA Clause: The name of the clause that applies to the item. Clauses define the criteria under which items are monitored; for example, a "High Priority Incidents" clause defines SLA timing and conditions for high priority items, while a "Normal Priority Incidents" clause would define less stringent criteria.

Note:

If you do not have privileges to view an item, it will not be included in the Listing report. It will, however, be included in the chart reports.
If an item being tracked by an SLA cannot be processed, "Exception" is displayed in the Status column for the item in the Listing report.

Running SLA Reports

SLA reports are available in Serena Work Center and in the SBM User Workspace.

To run an SLA report:

In Serena Work Center, select the Service Manager application group from the toolbar, and then expand Reports in the navigation pane. (You may need to pin the Service Manager application group.)
In the SBM User Workspace, select the Application tab that contains SLA information. Click the Reports link, and then click Access SLA Reports under Advanced Tasks.

Select one of these tabs: Past Performance or Current Risk.

The report page also contains a report filter that lets you change the criteria for the reports. You can either apply the criteria to the current report or save the criteria to be used in the next report.

To open the report filter, click the Define Filter link on the report page.

To specify which service requests to include in the report:
1. Click Select Service Requests.
2. In the dialog box that opens, select a service request. Move it to the right to select it or to the left to remove it. To move it, click the plus or minus icon or double-click it. You can also drag a service request to the right to select it. To add or remove all service requests, click Add all or Remove all.
3. Click Select to close the dialog box.
Past Performance reports only: To change the date range, click in the date box. From the menu that opens, select a specific date range or click Date Range and then select a start date and end date from the calendars. Alternatively, you can type over the date in the Date Range box, or click the Prev or Next arrows to bring the date range backward or forward by six months.
Past Performance reports only: To change the threshold, type over the number in the Performance Threshold box. For example, 75 means that 75% or more of items meeting the SLAs is acceptable, and less than 75% is unacceptable. To raise the expectation, change the number to something higher.
Current Risk reports only: Select the Items I Own check box if you only want to see data that is relevant to items for which you are the primary or secondary owner.
Click Apply to apply the settings to the current SLA report and close the dialog box. Click Save Settings to save the settings to the database so they are applied to the next SLA report you run.