Using SLA Reports in the User Workspace

Restriction: Serena Service Manager must be installed and administrative requirements must be met before you can use SLA reports. Service Level Agreement (SLA) reports can be displayed.

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

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

Important: SLA reports only show data if projects have SLAs defined for them, and if one or more services have been associated with those projects in Serena Request Center.

To run an SLA report, click the Reports link, and then click Access SLA Reports under Advanced Tasks. The SLA report page contains two tabs: Past Performance and 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.

Report Filter

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

To specify which services to include in the report:
1. Click Select Services.
2. In the dialog box that opens, select a service. 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 to the right to select it. To add or remove all services, 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.

Past Performance Reports

Past Performance reports provide historical information. By default, data for all services 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. To change the report criteria, see "Report Filter," above.

The following Past Performance reports are available:

Aggregate Performance—Measures the aggregate performance level of all services 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 name, the SLAs associated with each service, 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—Shows the service names and the number of items for each service 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: "service name"—Shows the number of items that are in violation of each SLA defined for the service. 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 format to a listing report.
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 services is displayed in the reports. You can select specific services to monitor and specify that only data for items you own is displayed. For information about changing the report criteria, see "Report Filter," above.

The following Current Risk reports are available:

Risk Projection—Shows the number of items from all services 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—Shows the service names and the number of items for each service 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: "service 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. 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 format to a listing report.
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 listing report 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.