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.

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:

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:

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: