Service Level Agreements
define the level of service that an organization commits to its customers.
Projects can be associated with a specific
allowing you to track
compliance for items submitted in that project.
reports enable you to review and monitor how you and your organization respond
to items in comparison to customer commitments.
rules and metrics are defined by an administrator.
reports show data only if projects have
defined for them. Additionally, for
Service Support Manager
installations, a service request must have been associated with each of those
Service Request Center.
The following information applies to using
reports are based on projects, while
reports are based on service requests.
Past Performance Reports
Past Performance reports provide historical information. By default,
data for all projects or service requests from the last six months is
displayed, with a performance threshold of 80%. This means that over the last
six months, an overall
"passing" performance level of 80% or greater (with an overall "violation"
performance percentage of less than 20%) is considered acceptable for normal
operation. You can change this filter, as described in
The following Past Performance reports are available:
Current Risk Reports
Current Risk reports are calculated using the time and risk values
defined for each
By default, data for all projects or service requests is displayed in the
reports. You can select specific projects or service requests to monitor and
specify that only data for items you own is displayed. You can change this
filter, as described in
The following Current Risk reports are available:
- Risk Projection—Shows the number of items
from all projects or service requests included in the report that are in
violation of or are at risk of violating the
associated with them. Violations and risk categories are stacked horizontally
in the bar in different colors; click one to view the corresponding chart on
- Violation/Risk Category items by project/service
request—Shows the projects or service requests and the number of items for
each project or service request that are in violation of or at risk of being in
violation of the
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 project/service
request: "project or service request name"—Shows the number of items
that are in violation of or at risk of being in violation of each SLA defined
for the project or service request. 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 report's
- 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. 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.
Items Panel System Report (On-Premise Customers Only)
Items Panel system report displays a list of items that are currently
associated with an
For each item, the report shows the item ID, title, owner, associated
item status, start date and estimated end date for when the item entered the
start state and end state as defined in the
actual date for when the item entered the end state, elapsed time since the
item entered the start state, type of
clause that applies to the item.
From this list, you can remove
from items if you have the appropriate privileges.
To run an
Select the application tab, and then click the
Access SLA Project Reports (SBM)
Access SLA Reports (SSM)
- Select the
Past Performance or
Current Risk tab.
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.
To open the report filter, click the
Define Filter link on the report page.
- To specify which projects or service requests to include in the
Select Service Requests.
- In the dialog box that opens, select a project or service
request. 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
project or service request to the right to select it. To add or remove all
projects or service requests, click
Add all or
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
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
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
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
Apply to apply the settings to the current
report and close the dialog box. Click
Save Settings to save the settings to the
database so they are applied to the next
report you run.
To run the
Items Panel system report:
Reports in the side menu.
System Reports from the row or the drop-down
Items Panel to run the report.
Items Panel report page, you can do the following:
- View details about items currently associated with an
- Filter items by selecting a project from the drop-down list
- If you have the appropriate privileges, remove
- Select the items and click
Delete All Marked
Delete All Filtered to remove
from all items currently displayed by the project filter
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