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:

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.