Using SLA Reports in Work Center

Service Level Agreements (SLAs) define the level of service that an organization commits to its customers.

SLA reports enable 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.

SLAs are available to Serena Service Manager customers. If SLAs have been enabled for your system, the following report categories are available for applications and application groups:

SLA Past Performance
Provide historical information. By default, data from the last six months is displayed, with a performance threshold of 80 percent. This means that over the last six months, an overall SLA "passing" performance level of 80 percent or greater (with an overall "violation" performance percentage of less than 20 percent) is considered acceptable for normal operation.
SLA Current Risk
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 define filters for each category to show specific service requests, date ranges, and thresholds.

For more information about SLAs, refer to the Serena Service Manager Getting Started Guide located on the Documentation Center.