SLA Widget

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

SLAs are used to review and monitor how your organization responds to service requests in comparison to customer commitments. SLA rules and metrics are defined by an administrator.

The SLA widget, which can be included on state forms, contains the status of the current item for each SLA that applies to it. Initially, the most severe status is displayed. The complete status list can be seen by clicking the arrow on the widget.

Important: The SLA widget only shows status information if projects have SLAs defined for them, and if one or more services have been associated with those projects in Serena Request Center.

The list can contain the following values:

VIOLATED, HIGH, MEDIUM, or LOW means the item is in violation of this SLA or at risk of violating it. The risk level is estimated in terms of time remaining to comply with the SLA. For example, an item is in violation if 0% of the allotted time remains, at high risk if 25% of the time remains, at medium risk if 50% of the time remains, and at low risk if 100% of the time remains. An item always starts the SLA process at low risk.
If (Pending) is appended to the value, the item is in a paused state, in which time is not counted against the SLA.
COMPLETED means that the item has reached the "end state" defined in the SLA. If (VIOLATED) is appended to this value, the item was in violation when it reached this state.
No SLA Status means that no SLA currently applies to the item.

When the status is hovered over, additional information is displayed. This information includes:

Name
Description (if provided)
Type: SLA or OLA (Operational Level Agreement)
Note: SLAs and OLAs are defined and processed in the same way. OLAs typically monitor internal commitments that ensure that SLAs are met.
Date: The date that the item violated the SLA or is expected to move to the next risk level. In the case of the COMPLETED (VIOLATED) status, the completion date is displayed, not the date the item violated the SLA.

Important: An SLA includes one or more "clauses," or rules. In addition to duration and severity percentages, the clause defines the portion of the workflow to which it applies.

For example, a clause could apply to the range of states from the New to Assigned states, inclusive. Another clause in the same SLA could apply to the range of states from the Assigned to Completed states, inclusive. This means that if an SLA with multiple clauses applies to an item, the widget could show multiple status values, some of which may not be current.

Using the previous example, the list would include VIOLATED if the item was not assigned to a technician within the allotted time. However, after it was assigned, if only 50% of the time for the technician to complete the item has elapsed, the list would also include MEDIUM.

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